Workforce Management Analyst - RTA

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.,