Senior Real Time Analyst (traffic) (m/f/d)
at Telus International
45127 Essen, Nordrhein-Westfalen, Germany -
| Start Date | Expiry Date | Salary | Posted On | Experience | Skills | Telecommute | Sponsor Visa |
|---|---|---|---|---|---|---|---|
| Immediate | 26 Oct, 2024 | Not Specified | 28 Jul, 2024 | 18 year(s) or above | Good communication skills | No | No |
Required Visa Status:
| Citizen | GC |
| US Citizen | Student Visa |
| H1B | CPT |
| OPT | H4 Spouse of H1B |
| GC Green Card |
Employment Type:
| Full Time | Part Time |
| Permanent | Independent - 1099 |
| Contract – W2 | C2H Independent |
| C2H W2 | Contract – Corp 2 Corp |
| Contract to Hire – Corp 2 Corp |
Description:
Our team is currently seeking reinforcement as a
Responsibilities:
- Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements
- Adjust schedules, call and skill routing based on actual performance and volumes.
- 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
- Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development
- Identify areas of improvement and provide actionable insights to leaders
- Support leaders in the execution of real time projects/ initiative
REQUIREMENT SUMMARY
Min:18.0Max:23.0 year(s)
Financial Services
IT Software - Other
Finance
Graduate
Proficient
1
45127 Essen, Germany
