Real Time Analyst

TELUS Digital; Philippines; On-site; PHP 223,000 - 446,000; Full time

Job summary

TELUS Digital is seeking a Real Time Analyst to monitor intraday operations performance and verify attendance, producing real-time reporting to ensure service level agreements are met.

Responsibilities include monitoring real time metrics, providing real-time and post mortem reports to Operations leaders, and proactively communicating intraday challenges while supporting team leaders and frontline staff.

Qualifications

• Knowledge of real time monitoring and reporting.
• Analytical and problem solving skills.
• Ability to work in a fast paced environment.
• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents.

Responsibilities

• Monitor real time metrics (attendance & schedule adherence, AHT, ACD, ACW) to ensure proper staffing and SLA compliance.
• Provide real-time performance reports and post mortem reports to Operations leaders on cadence.
• Proactively communicate intraday challenges impacting SLAs to Operations leaders for required actions.
• Support communication with team leaders and frontline team members.

Skills

Real-time monitoring

Analytical skills

Problem solving

Fast-paced environment

Job description

As a Real Time Analyst you use your expertise to monitor and analyze real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met.

List of Functional Responsibilities

• Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements
• Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
• Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
• Support communication with team leaders and frontline team members

Years of relevant experience

• 8+ months of work experience in contact center
• Workforce management experience is a plus

List of soft skills required

• Knowledge of real time monitoring and reporting
• Analytical and problem solving skills
• Ability to work in a fast paced environment
• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents