Real Time Analyst

TELUS Digital • 2nd-4th Floor,Tower 1 Building,No. 458 Minh Khai Street

Trách nhiệm chính

Monitor real-time call volume, agent adherence, and service levels across multiple queues.
Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.
Communicate real-time performance updates and deviations to Operations and WFM teams.
Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
Provide actionable insights to optimize staffing and improve productivity.
Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
Identify and elevate potential risks or anomalies impacting service levels.

Yêu cầu công việc

Bachelor's Degree (Graduation is mandatory).
8+ months of work experience in contact center.
Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
Excellent analytical, communication, and coordination skills.
Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
Comfortable working in night shifts.

Yêu cầu ưu tiên

Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.

Mức lương

Thông tin khác

Equal Opportunity Employer Statement: At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Real Time Analyst