Title Workforce Management Analyst

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.,