Real-Time Workforce Analyst: Elevate Service Levels

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

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.