Základné informácie

Referenčné číslo

Req_00067730

Posledný deň na podanie prihlášky

31-Jan-2022

Primárna lokácia

Merliot

Opis a požiadavky


Job Description

WFM Analyst II - WFM

(Previous Name: Real Time Analyst) 


 

***Applicants should be available and willing to work on site and/or from home depending on business needs.***

 

About the role

As part of a workforce-managed service, the WFM Analyst II is responsible for managing all intraday processes in support of our client’s internal sites and vendors.


Responsibilities:
Attend daily staffing review meetings detailing previous and current week’s performance, provide weekly and daily real time recommendations to our client’s internal sites and vendors. Manage intraday service level acceptable goals, monitor real-time adherence to schedules and flow of calls, chats and/or emails, approve real-time requests for offline events, recommend overtime or VTO based on daily performance, provide an impact analysis for outages, staffing shortages or other unplanned events. Run and publish intraday productivity reports, code exceptions and update a log of daily actions.

 

Skills & Requirements:

  • Schedule flexibility - Required.

  • Positive attitude.

  • Proactivity.

  • Organized.

  • Ability to solve problems.

  • Ability to work under pressure.

  • Creativity and Innovation.

  • Teamwork.

  • Attention to detail.
     

Knowledge:

  • English B2 - Required.

• Oral and written comprehension.

• Appropriate use of language.

  • MS Office Advanced - Required.

  • Google Apps Advanced (Spreadsheet, GDocs, Sites etc.) - Required.

  • General BPO knowledge.

  • Statistics, mathematical logic. 

  • Calabrio Teleopti - Desirable.

 

Studies & Experience:

  • Preferably sophomore level in Engineering or related careers - Desirable.

  • Experience in similar positions - Desirable.

 

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.

Ďalší popis práce

About the role

As part of a workforce managed service, the WFM Analyst II is responsible for managing all intraday processes in support of our client’s internal sites and vendors.


Required Language(s)
English