Real Time Analyst

Telus

Real Time Analyst

RESPONSIBILITIES:

* Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity (after weekly shifts have been given out).
* Act as the central point of contact for all schedule exceptions and time off requests.
* Assure the timely dissemination of reports and information.
* Updates CMS agent groups and split/skill lists.
* Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
* Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
* Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
* Completes special projects as required.
* Total flexibility with shift.
* Ability to work independently and meet established deadlines.
* Other functions as required in the performance of TELUS International Philippines daily business requirements.
REQUIREMENTS:

* Candidate must possess at least a Bachelor's/College Degree in any field.
* At least 1 year(s) of working experience in the related field is required for this position.
* Preferably 1-4 Yrs Experienced Employees.Others or equivalent.
* 5 Full-Time positions available.
* Applicants should be Filipino citizens or hold relevant residence status.
* Preferably experienced in the ff tools:Cms, IEX Totalview, or any other WFM software, MS Office, especially Excel
recruitment@telusinternational.com.ph www.telusinternational.com.ph +63.2638.9440
TELUS International Philippines, Inc.
31st Floor Discovery Suites, 25 ADB Avenue, Ortigas Center, Pasig City 1600.