Real Time Analyst

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 cascading vital information to key decision-makers, escalating relevant account performance data to Management, and maintaining accurate documentation of major incidents. Additionally, you will stay informed about new policies and procedures that impact specific accounts, providing insights on key challenges in achieving service levels and devising appropriate responses. Training sessions for Team Captains and new hires may be conducted by you as needed to enhance their skills in real-time queue management and call center operations. **Required Skills and Qualities:** **Technical:** - Bachelor's Degree in any field - Minimum of one (1) year of Workforce Management experience in the call center/customer service industry - Formal training in Workforce Management (real-time data analysis, queue management) is preferred - Previous experience in call center operations **Non-Technical:** - Basic understanding of workforce management processes, concepts, and principles (staffing projections, scheduling, service level analysis, metrics monitoring) - Familiarity with client specifics, ACD/PABX systems, and workforce management software - Knowledge of call center operations and organization - Proficiency in MS Office applications (Word, Excel) and call center-specific software (Baleen, BluePumpkin, CentreVu) At TELUS, we value customer-centricity, innovation, teamwork, and diversity. All applicants are expected to embody these values in their behaviors to contribute to our dynamic and inclusive workplace. We are committed to providing equal employment opportunities based on ability and fostering a culture of growth and collaboration.,