Basic Information

Ref Number


Primary Location




Job Type

Support Positions

Work Style

On Site

Description and Requirements

Real Time Analyst

You will be responsible for:

  • Adoption and communication of global intraday and scheduling guidelines to appropriate stakeholders
  • Enforce real time adherence in all Work Types and Markets within the scope of operation
  • Monitor backlog volumes and distribute pending cases and new incoming cases on all channels across the site
  • Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in KPI’s, and any other real time events that contribute or impact negatively in the execution of planned productivity hours to meet SLAs
  • Constant interaction with project responsible, reporting performance; including but not limited to staffing compliance, skilling status, and outages
  • Provide visibility and reporting capabilities of main KPIs related to intraday and scheduling functions such as adherence, shrinkage components, projected interval compliance, and bidding completion
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs
  • Appropriate distribution of programmed shrinkage (activity codes) to guarantee the accuracy of projections related to productive staffing commitment
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level

What we expect:

  • 3+ years of tenure in WFM intraday and scheduling positions
  • Proven experience in operating and directly handling a scope of more than 150 FTEs
  • Creative and problem solving oriented
  • Know-how in managing real time adherence in different lines of business in a multiskilling environment simultaneously
  • Excellent communication skills
  • Proactive and able to take decisions based on real time situations
  • Advanced Excel skills (LOOKUP, INDEX, IFS, Pivot Tables, MATCH, table arrays, macros)
  • Experience working with internal/ external stakeholders in multiple geographic regions

What we offer:

  • Salary starting from 1600,- EUR gross (depending on the experience)
  • Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
  • Advanced job opportunities in our internationally active company
  • Private health insurance after 3 months of probation period
  • Great office with modern workspaces at the city centre of Riga
  • Appealing benefits like regular fruit deliveries for a healthy lifestyle and free drinks
  • Positive international working environment; open-air terrace, and many more
  • Employee discount programs, providing partnerships with fitness centres and restaurants

Join our team and apply now!

Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? Then apply today and submit your CV
(in English) including your salary expectations.

Our recruiting team is always available for questions at +371 63995106 and is looking forward to receiving your application.

About us: Since our founding in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS International. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

Additional Job Description

Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? Join us as a Real Time Analyst!

Language Reference