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Real Time Analyst- Workforce management

Basic Information

Ref Number

Req_00047709

Last day to apply

10-Sep-2021

Primary Location

Noida - 135 - BPO

Country

India

Job Type

Support Positions

Description and Requirements

The Real Time Analyst is responsible for constantly monitoring the required vs actual Headcount, as well as the use of auxiliaries. Creates and updates specific reports related to productivity and metrics from the assigned account.


Main Responsibilities:


Making decisions to balance intraday effectiveness to achieve staffing requirements, optimize frontline resources to overcome staffing gaps and be able to determine the best solution for each program according to the business needs, communicating with frontline team members and frontline management to set expectations, facilitate execution and clarify decisions. Coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between, client, operations, training and management. Ensure max capacity during critical intervals.

Requirements:

  • Strong oral and written skills

  • Ability to adapt styles to the situation and context

  • Ability to work independently with a minimum of supervision, in a fast-paced environment and effectively manage multiple tasks.

  • Attention to details

  • Schedule flexibility-Required 


Knowledge:

  • Excel - Mid

    • Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )

    • Preparation and presentation of advanced graphics

    • PivotTables

    • Search the data value by: VLOOKUP.

    • Format Cells

    • Advanced Filters

  • English - B2 :

    • Oral and written comprehension.

    • Appropriate use of language.

  • Customer Service-Advanced


Studies & Experience:
  • A third-year level or graduate of Business Administration, Industrial Engineering or related career - Desirable.

Additional Job Description

The Real Time Analyst is responsible for constantly monitoring the required vs actual Headcount, as well as the use of auxiliaries. Creates and updates specific reports related to productivity and metrics from the assigned account.


Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

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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