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Senior Real Time Analyst (traffic) (m/f/d)

Basic Information

Ref Number

Req_00137849

Primary Location

DE - Essen2 - ESD

Country

Germany

Job Type

Support Positions

Description and Requirements

Our team is currently seeking reinforcement as a 

Senior Real Time Analyst (traffic)


You will be responsible for:

  • Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements
  • Adjust schedules, call and skill routing based on actual performance and volumes.
  • Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
  • Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
  • Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development
  • Identify areas of improvement and provide actionable insights to leaders
  • Support leaders in the execution of real time projects/ initiatives

Core competencies:

  • Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies:

No people management accountabilities

Functional competencies:

  • Knowledge of intraday monitoring and reporting
  • Knowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing management
  • Analytical and complex problem solving skills
  • Ability to work in a fast paced environment

We expect:

  • 18+ months of work experience in contact center; experience in real time analysis
  • Bachelor’s degree or equivalent
  • CEFR B1-B2 English (oral/ written) 

Contractual information:

  • Number of vacancies: 2
  • Working Hours: 8:00AM - 4:00PM
  • Contract: 3+3 month flex
  • We require immediate availability

Start Date:

  • Immediate availability


*Apply now! Remember to add an updated version of your CV!

**Only shortlisted candidates will be contacted.

By engaging in this internal recruitment process, candidates acknowledge their understanding of evaluation guidelines and commit to upholding the principles of fairness and integrity throughout the assessment process.

Thank you for your cooperation and commitment to maintaining the integrity of our internal recruitment procedures.

Additional Job Description

Position summary
As a Senior Real Time Analyst you use your expertise to monitor and analyse intraday operations performance.  You verify attendance and produce intraday reporting to ensure service level agreements are met.  You contribute to the improvement of performance and development of the team.  You support the execution of real time projects/ initiatives



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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