Real Time Analyst

Description

Key Responsibilities:

• Monitor real-time call volume, agent adherence, and service levels across multiple queues.
• Perform intra-day schedule management including break, lunch, and meeting adjustments to maintain SLA targets.
• Communicate real-time performance updates and deviations to Operations and WFM teams.
• Prepare daily, weekly, and monthly reports using Google Sheets with advanced formulas and dashboards.
• Track and analyze AHT, shrinkage, occupancy, and absenteeism metrics.
• Provide actionable insights to optimize staffing and improve productivity.
• Coordinate with team leaders and operations to ensure adequate coverage during peak and off-peak hours.
• Identify and escalate potential risks or anomalies impacting service levels.

Required Skills & Qualifications:

• Bachelor's Degree (Graduation is mandatory).
• 8+ months of work experience in contact center; workforce management experience is a plus
• Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
• Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Comfortable working in night shifts.

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.

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.