Basic Information

Ref Number


Last day to apply


Primary Location


Additional Locations

Infinity Tower



Description and Requirements

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

Specific Responsibilities may include:

  • Monitors workflow in real-time, ensuring all work is handled in a timely manner meeting the SLA targets

  • Manage interval, daily, weekly, and monthly plan objectives

  • Real-Time Skilling assigns workload to agents based upon training

  • Monitors in real-time numerous metrics such as line adherence, CSAT, SLA, AHT, etc.

  • Keeps operations and workforce management informed in real-time of service risks or issues

  • Act as a central communication point for any technology or facility issues affecting operations center and support operations

  • Manages intra-day communication with local Team Managers and shared real-time teams outside the country regarding client requests, ad hoc events, training planning, etc.

  • Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports;

  • Reviews future-dated center performance and provides decisions to mitigate staffing deficits

  • Proactive planning and strategy development

  • Accurate gathering of statics for purposes of identifying trends

  • Develops Daily Post Mortem Assessment of previous day performance

  • Other functionally related tasks as assigned by the management

Required Experience, Skills & Competencies:

  • 1+ years in a role with significant reporting and 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

  • Excellent written and verbal skills in English

  • Proficiency with Google Docs applications and the ability to learn to navigate new tools and dashboards

  • Knowledge in call center specific software and applications (i.e. Verint; CMS etc) would be considered an advantage

  • Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions

  • Ability to multitask, adapt to change, and achieve results with accuracy and precision

  • Adaptive to changing work schedules and working hours

  • Must be able to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressure

  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment

  • Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team

Preferred Experience, Skills & Competencies:

  • 1+ year in a role within a call center environment

  • Previous experience with Google Sheets

  • Experience with databases (SQL, Access)

  • Associate Degree or some college

We Offer:

  • Fully paid training 
  • Stable job and career development opportunities
  • Attractive salary
  • Additional health insurance
  • 50+ benefits and services to choose from
  • Positive international working environment
  • Support and learning
  • Employee referral bonuses

We care about the well–being of our employees, invest in their future growth, encourage fun and team-building initiatives!

Does it sound like the perfect job for you? APPLY NOW!

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 4,200 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.


Language Reference