About the role
The Real TIme Analyst is responsible for managing all intraday processes in support of operations to achieve the business objective of service level, maximizing efficiency and occupancy. Is also responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.
Responsibilities:
Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, recommend overtime or VTO (voluntary time off) based on daily performance, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between: client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.
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Skills & Requirements:
Positive attitude Strong Leadership skills Proactivity. Organized. Ability to solve problems (Statistics, mathematical logic Skills) Ability to work under pressure and meet deadlines Creativity and Innovation. Strong Teamwork spirit Attention to details.
Knowledge:
• Oral and written comprehension. • Appropriate use of language. MS Office Advanced - Required. Google Sheets Advanced Excel skills (Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR ) - Required Preparation and presentation of advanced graphics PivotTables Search the data value by:VLOOKUP. Format Cells Advanced Filters General BPO knowledge. IEX, Verint - Desirable.
Studies & Experience:
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Equal Opportunity Employer At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity. |
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