Real-Time Operations & Workforce Analyst

TELUS Digital; Metro Manila; On-site; PHP 300,000 - 540,000; Full time

Job summary

TELUS Digital in the Philippines is seeking a Real Time Analyst to monitor intraday operations and verify attendance, ensuring service levels are met through precise reporting. You will analyze real-time metrics such as AHT, schedule adherence, ACW, and ACD, produce intraday and post-mortem reports, and escalate intraday challenges to Operations leaders for timely action.

This role requires strong analytical thinking, data management, and collaboration with team leaders to sustain optimal

Qualifications

• Experience monitoring real-time metrics (attendance, schedule adherence, AHT, ACD, ACW).
• Strong understanding of contact center operations and workforce management principles.
• Proficient in data gathering, reporting, and trend analysis.

Responsibilities

• Monitor real time metrics to ensure proper staffing and SLA compliance.
• Provide real-time and post mortem performance reports to Operations leaders.
• Proactively communicate intraday challenges to Operations for required actions.
• Support communication with team leaders and frontline members.

Skills

Real Time Analytics

Workforce Management

Data Analysis

Reporting

Job description

TELUS Digital in the Philippines is seeking a Real Time Analyst to monitor intraday operations and verify attendance, ensuring service levels are met through precise reporting. You will analyze real-time metrics such as AHT, schedule adherence, ACW, and ACD, produce intraday and post-mortem reports, and escalate intraday challenges to Operations leaders for timely action.

This role requires strong analytical thinking, data management, and collaboration with team leaders to sustain optimal