WFM Real Time Analyst

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

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

Key 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

Core competencies

• Giving support, focusing on customers, embracing technology, managing self-development
• 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

Qualifications

• 8+ months of work experience in contact center; workforce management experience is a plus
• High school degree
• CEFR B1-B2 English (oral/ written) (Or as in SOW)