Real Time Analyst| Cork

at  Telus International

Real Time Analyst (RTA) - Permanent Role
Location: onsite in Cork (with the hybrid option in the future)
Hours of Operation: Monday to Friday currently (business hours), please note Saturday/Sunday shifts might be introduced in the future
The Real Analysts supports analysis of real-time/intraday performance/adherence and the determination of alternative plans when necessary. This role also includes hourly reporting and attendance verification to complement the daily plans
A large portion of the RTA’s time is spent documenting and communicating the operations center performance to all management levels. These duties include real time and post mortem analysis, root cause diagnostics and real time communication via phone, email, IM and person to person channels.
The RTA uses statistics and specialized software to manage intraday staffing levels to drive the most effective methods of staffing adjustments, assessing the availability for training and/or special projects, as well as tracking performance in real-time.
RTAs work directly with, but not limited to, Workforce Managers, Business Analysts, Supervisors and Reporting Analysts in relation to both client-specific and in-house specific needs.

Responsibilities

• Monitors work flow in real-time, ensuring all work is handled in a timely manner meeting and exceeding our SLA
• Manage interval, daily, weekly and monthly plan objectives
• Real-Time Skilling, assigns workload to agents based upon training
• Monitors in real-time numerous metrics such as Staffing, AHT, ACW, ACD, etc.
• Keeps operations and workforce management informed in real-time of service risks or issues
• Act as a central communications point for any technology or facility issues affecting operations center and support operations
• Ensures that the operation is working efficiently
• Coordinates off the phones activities and special projects with other departments
• Manages intra-day communication with local Team Managers regarding client requests, adhoc events, training planning, etc.
• Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports
• Reviews future dated center performance and provides decisions to mitigate staffing deficits
• Proactive planning and strategy development
• Accurate gathering of statics for purposes of identifying trends
• Quantifies impact of KPI metrics and workload variables on operations performance
• Develops Daily Post Mortem Assessment of previous day performance

This role is for you if you have
-

Knowledge of call center operations and organization

• Knowledge of workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)

Good knowledge on MS Office Applications ( i.e. MS Word, Excel ) as well as call center specific software and applications (i.e. Verint & CMS)

• Statistical analysis
• Understanding of local country labor laws and regulations
• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.
• Ability to multitask, adapt to change, and achieve results with accuracy and precision.
• Good analytical, organizational, and interpersonal skills with attention to detail, accuracy and time management
• Ability to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

Competencies

• Team Player
• Good verbal and written communication skills
• Adaptive to changing work schedules and working hours
• Customer Orientation
• Results Oriented
• Excellent Time management

• Monitors work flow in real-time, ensuring all work is handled in a timely manner meeting and exceeding our SLA
• Manage interval, daily, weekly and monthly plan objectives
• Real-Time Skilling, assigns workload to agents based upon training
• Monitors in real-time numerous metrics such as Staffing, AHT, ACW, ACD, etc.
• Keeps operations and workforce management informed in real-time of service risks or issues
• Act as a central communications point for any technology or facility issues affecting operations center and support operations
• Ensures that the operation is working efficiently
• Coordinates off the phones activities and special projects with other departments
• Manages intra-day communication with local Team Managers regarding client requests, adhoc events, training planning, etc.
• Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports
• Reviews future dated center performance and provides decisions to mitigate staffing deficits
• Proactive planning and strategy development
• Accurate gathering of statics for purposes of identifying trends
• Quantifies impact of KPI metrics and workload variables on operations performance
• Develops Daily Post Mortem Assessment of previous day performanc