1.0 - 5.0 years

0 Lacs

ahmedabad, gujarat

On-site

As a Real Time Analyst in the Workforce Management department, your primary responsibility is to ensure the attainment of service levels for each Operations account by actively engaging in real-time queue management. You will serve as the central point of communication for all events and circumstances affecting account performance, updating and analyzing real-time data to provide critical recommendations for addressing performance issues. Your duties will include monitoring the queue against service level targets, observing the queue closely to respond proactively with action plans, and communicating effectively with Team Captains and Operations Management. You will also be responsible for c...

Posted 2 months ago

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Workforce Management Analyst - RTA TELUS International

1.0 - 5.0 years

0 Lacs

ahmedabad, gujarat

On-site

As a Real Time Analyst in the Workforce Management department, your primary responsibility is to ensure the achievement of service levels for each Operations account by actively managing the queue in real-time. You will serve as the central point of communication for all events and circumstances affecting account performance, updating and analyzing data for real-time performance evaluation. Obtaining quantifiable performance metrics such as call volume, AHT, and service levels, you will provide critical recommendations to address any performance issues. Monitoring the queue closely against the service level targets, you will proactively devise action plans and communicate with Team Captains ...

Posted 3 months ago

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Title Workforce Management Analyst TELUS International

1.0 - 5.0 years

0 Lacs

ahmedabad, gujarat

On-site

The Real Time Analyst, as a part of the Workforce Management Department, plays a crucial role in ensuring the achievement of service levels for each Operations account through effective real-time queue management. By promptly responding to and serving as the central point of communication during events impacting account performance, you will contribute to the overall operational efficiency. Your responsibilities will encompass updating and analyzing real-time performance data, including call volume, AHT, and running service level figures to provide critical recommendations for addressing performance issues. Monitoring the queue closely against service level targets, you will proactively devi...

Posted 3 months ago

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