Real-Time WFM Analyst: Intraday SLA Optimizer

TELUS Digital; Las Vegas (NV); On-site; USD 45,000 - 60,000; Full time

Job summary

TELUS Digital is looking for a Real Time Analyst to monitor and analyze real-time operations performance. You will verify attendance, produce intraday reports, and ensure service level agreements are met.

Your role includes monitoring metrics, providing performance reports, and communicating challenges with operations leaders to support necessary actions. Experience in a contact center and proficiency in English (CEFR B1-B2) are essential for this position.

Qualifications

• 8+ months of work experience in a contact center; workforce management experience is a plus.
• CEFR B1-B2 English (oral/written) proficiency.

Responsibilities

• Monitor real-time metrics to ensure staffing levels and service level compliance.
• Provide real-time and post-mortem performance reports to operations leaders.
• Proactively communicate intraday challenges impacting service level agreements.

Skills

Real time monitoring and reporting

Analytical skills

Problem solving skills

Customer focus

Technology embracing

Education

High school degree

Job description

TELUS Digital is looking for a Real Time Analyst to monitor and analyze real-time operations performance. You will verify attendance, produce intraday reports, and ensure service level agreements are met.

Your role includes monitoring metrics, providing performance reports, and communicating challenges with operations leaders to support necessary actions. Experience in a contact center and proficiency in English (CEFR B1-B2) are essential for this position.