Call Center Real Time Analyst

Description

Position Overview

As a Real Time Analyst, you will use your expertise to monitor and analyze real-time and intraday operations performance. You will verify attendance and produce intraday reporting to ensure service level agreements are met. The ideal candidate will possess strong analytical skills, a working knowledge of contact center operations, and the ability to thrive in a fast-paced environment.

Specific Responsibilities May Include

• Monitor real-time metrics (attendance & schedule adherence, average handle time, automatic call distribution, talk time, after call work) to ensure proper staffing levels and compliance with the account's service level agreements
• 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 Operations leaders in support of required actions
• Support communication with team leaders and frontline team members
• Verify attendance and maintain accurate staffing records
• Analyze intraday performance data and identify trends or anomalies
• Collaborate with Operations leadership to address service level risks
• Produce timely and accurate reporting to support operational decision-making
• Perform other duties and assignments as directed

Required Experience, Skills & Competencies

• 8+ months of work experience in a contact center environment
• High school degree
• C1 Proficiency in English language (oral/written)
• Working knowledge of contact center operations and real-time monitoring
• Analytical and problem-solving skills
• Ability to work in a fast-paced environment
• Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgment, and precedents

Preferred Experience, Skills & Competencies

• Workforce management experience
• Knowledge of real-time monitoring and reporting systems
• Familiarity with contact center-specific software and applications
• Experience with performance reporting tools and dashboards
• Basic knowledge of business planning and scheduling principles

TELUS Values

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.