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 and Operations Management. Your role involves cascading vital information to key decision-makers, escalating relevant details on account performance to Management, and documenting major incidents effectively. Staying informed about new policies and procedures related to specific accounts, you will address key issues and challenges in achieving service levels by devising appropriate solutions. Your technical skills should include a Bachelor's Degree in any field, at least one year of Workforce Management experience in the call center or customer service industry, and formal training in Workforce Management. Previous experience in call center operations is also required. Non-technical skills should encompass basic knowledge of workforce management processes, concepts, and principles, familiarity with client specifics and workforce management software systems, understanding of call center operations, and proficiency in MS Office applications and call center-specific software. TELUS values the importance of reflecting values in the workplace, and successful applicants must demonstrate behaviors aligned with their core values, which include prioritizing customers and communities, embracing change and innovation, and fostering teamwork. TELUS is dedicated to fostering diversity and providing equitable employment opportunities based on ability.,

Posted 16 hours 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 devise action plans and communicate with Team Captains and Operations Management to optimize account activities. As the primary communicator regarding account performance, you will disseminate essential information to key decision-makers and escalate pertinent details to Management, ensuring proper documentation of major incidents. Staying updated on new policies and procedures relevant to specific accounts, you will identify key challenges in achieving service levels and develop appropriate responses. Moreover, you will occasionally conduct training sessions for Team Captains to enhance their real-time queue management skills. Additionally, you may provide training for new hires or as needed for Operations, contributing to the continuous improvement of workforce capabilities. **Required Skills and Qualities (Technical):** - Possession of a Bachelor's Degree in any field - Minimum of one (1) year of Workforce Management experience in the call center/customer service industry - Preferred formal training in Workforce Management, particularly in real-time data analysis and queue management - Previous experience in call center operations **Required Skills and Qualities (Non-Technical):** - Basic understanding of workforce management processes, concepts, and principles such as staffing projections, scheduling, and metrics monitoring - Familiarity with client specifics, ACD/PABX systems, and workforce management software - Knowledge of call center operations and organizational structure - Proficiency in MS Office applications and call center-specific software like Baleen, BluePumpkin, and CentreVu **TELUS Values:** At TELUS, we believe in prioritizing our customers and communities, embracing change with courage and innovation, and fostering growth through collaborative teamwork. We are committed to diversity and providing equal employment opportunities based on ability.,

Posted 1 week ago

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