WFM Senior Real Time Analyst (m/f/d)

at  TELUS Digital

As a WFM Senior Real Time Analyst you use your expertise to monitor and analyze intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives

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Our recruiting team will gladly answer all your questions. We are looking forward to your informative application. We have digitized our recruiting process and are now offering virtual job interviews to all applicants.
About us: Since founded in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

• 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/ initiatives