Real Time Analyst

TELUS Digital; Western Visayas; On-site; PHP 420,000 - 660,000; Full time

Job summary

TELUS Digital is seeking a Workforce Management specialist to monitor and manage real-time queue performance for Operations accounts. You will update data, track call volume, AHT, and service levels, then propose actionable improvements. You will collaborate with Team Captains and Operations Management and escalate major incidents as needed.

Responsibilities include training Team Captains and new hires in queue management and staying abreast of policies affecting day-to-day account performance.

Qualifications

• Bachelor's degree in any field.
• At least 1 year of Workforce Management experience in a call center.
• Formal training in Workforce Management preferred.
• Previous call center operations experience.

Responsibilities

• Manage the queue real-time to ensure passing service levels for the Operations account.
• Update and process data for real-time performance analysis.
• Obtain and monitor performance figures (call volume, AHT, service level) to recommend improvements.
• Maintain the queue and coordinate with Team Captains and Operations Management.
• Escalate major incidents and communicate outcomes to executives.
• Provide information on issues and challenges in attaining service levels.
• Conduct training for Team Captains and new hires on queue management.

Skills

Workforce Management

Call Center Operations

Real-time data analysis

Queue management

Education

Bachelor's Degree in any field

Tools

Baleen

BluePumpkin

CentreVu

MS Office (Word, Excel)

Job description

Overview:

Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.

• Updates and processes data for real-time performance analysis.
• Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
• Manages and monitors the queue for the Operations account against the attainment of passing service levels.
• Keenly observes the queue and proactively responds with action plans for the account's activities by continually communicating with Team Captains and Operations Management.
• Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
• Escalates relevant information on account performance to Management and ensures proper document on major incidents.
• Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
• Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
• Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
• Conducts training for new hires, or as required for Operations.

Required skills + qualities (technical):

• Bachelor's Degree in any field
• At least one (1) year of Workforce Management experience within the call center / customer service industry.
• Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
• Previous call center operations experience

Required skills + qualities (non-technical):

• Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
• Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
• Working knowledge of call center operations and organization.
• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)

TELUS Values:

TELUS recognises and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.