Basic Information
Ref Number
Last day to apply
Primary Location
Country
Job Type
Work Style
Description and Requirements
WFM, Real-Time Analyst - Guatemala
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.
Requirements:
Schedule flexibility (availability on weekends) - Required.
Availability to work from the office - Mandatory
Skills & Qualifications:
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 detail
Knowledge:
English B2 - Required.
• 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.
Data Studio - Required
Studies & Experience:
At least two years of university studies in Systems Engineering or related careers - Desirable.
Experience in similar positions - Desirable.
***This job description is subject to changes or updates according to TELUS International business needs***
Additional Job Description