Basic Information

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Description and Requirements

The WFM Real-Time Analyst serves under the direction of the WFM Team Lead and works with the local WFM and Operations teams and the shared Real-time analysts outside the country.

Specific Responsibilities may include:
  • Monitor workflow in real-time, ensuring all work is handled on time meeting the Service level agreement targets
  • Manage interval, daily, weekly, and monthly plan goals
  • Real-Time Skilling assigns workload to agents based on training
  • Monitor in real-time numerous metrics such as line adherence, CSAT, Service level agreement, AHT
  • Keep operations and workforce management informed in real-time of service issues
  • Be a point for any technology or facility issues affecting the operations center and support operations
  • Work with local Team Managers and share with the real-time teams outside the country regarding client requests, ad hoc events, training planning
  • Delivery and analysis of Shrinkage, Adherence, and Attendance reports
  • Review future-dated center performance and provide decisions to reduce staffing deficits
  • Planning and strategy development
  • Gather statics for purposes of identifying trends
  • Develop a Daily Post Mortem Assessment of the previous day performance
  • Other functionally related tasks as assigned by the management
Required Experience:
  • 1+ years in a role with analysis experience
  • Expert knowledge in Microsoft Excel with the ability to create charts, graphs, pivot tables, and complex formulas. Google Sheets is considered an advantage
  • Fluent in English language
  • Experience with databases (SQL, Access)
  • Knowledge in call center specific software and applications (i.e. Verint; CMS) would be considered an advantage
  • Build stakeholder relationships and foster ownership, innovation, and collaboration within a team
We Offer:
  • Work from Home opportunity
  • Stable job and career development opportunities
  • Attractive salary
  • Paid training
  • Additional health insurance & Transportation allowance
  • Special Discounts and Offers (e.g. Food vouchers, Multisport cards, etc.)
  • Special benefits for our team members (Gym, yoga classes, massages, and corporate
  • psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation, and billiard corners)
  • Assistance and learning
  • Employee referral bonuses & Recognition programs
We care about the well–being of our employees, invest in their future growth, and encourage fun and team-building projects!

Does it sound like the perfect job for you? Apply now!

*Please note that only shortlisted candidates will be contacted.

About us: TELUS International Bulgaria is a publicly-traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,000 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.

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