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WFM Real Time Analyst
Job
TELUS Digital
Henderson, NV (In Person)
Full-Time
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Job Description
WFM Real Time Analyst at TELUS Digital WFM Real Time Analyst at TELUS Digital in Henderson, Nevada Posted in 17 days ago.
Type:
full-timeJob Description:
WFM Real Time Analyst- Contact Center Position overview As a Real Time Analyst you use your expertise to monitor and analyse real time/ intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. Key responsibilities Monitor real time metrics (attendance & schedule adherence, average handle time
- AHT, automatic call distribution
- ACD•talk time, after call work•ACW) 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 Operation leaders in support required actions Support communication with team leaders and frontline team members Core competencies Giving support, focusing on customers, embracing technology, managing self-development Leadership competencies N/A no people management accountabilities Functional competencies Knowledge of real time monitoring and reporting 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, judgement and precedents Qualifications 8+ months of work experience in contact center; workforce management experience is a plus High school degree