Senior Real Time Analyst

This job is with TELUS Digital, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description and Requirements

Position Overview :

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.

Specific Responsibilities May Include :

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

Required Experience, Skills & Competencies :

Professional Qualifications

Minimum of 18+ months of work experience in contact center in a Real Time Analyst role

Demonstrable leadership skills with ability to coach, develop, and drive performance

High School Diploma or equivalent (secondary education preferred)

Flexibility to work various schedules in a 24 / 7 environment

Ability to successfully complete a background check and employment verification

Technical Skills

Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)

Ability to learn and adapt to new training technologies and platforms

Communication & Presentation Skills

Strong verbal / written skills with ability to articulate complex issues in an easy-to-understand manner

Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner

Effective communication skills with team members and managers at all levels

Strong active listening skills and ability to provide constructive feedback

Project Management & Organization

Strong project management skills

Excellent organizational and time management skills

Ability to manage multiple priorities and deadlines

Proven success in complex work environments

Attention to detail and accuracy in documentation

Professional Attributes

Ability to work independently in a dynamic, fast-paced atmosphere

Strong commitment to maintaining confidentiality

Self-motivated with passion for continuous improvement

Adaptability to change and comfort with ambiguity

Strong work ethic and professional demeanor

Demonstrated ability to work with diverse personalities

Resilience and patience in challenging situations

Leadership & Coaching

Proven ability to coach and develop others

Strong mentoring and feedback skills

Ability to identify and nurture talent

Experience in performance management and development

Preferred Experience, Skills & Competencies :

1+ years experience managing a team or equivalent

1+ year of call center experience or equivalent

Bachelors Degree

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.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 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 applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.]]>