WFM, Real Time Analyst - Pradera Xela

Basic Information

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Description and Requirements

WFM Analyst II is responsible for the real-time monitoring of all queues and skill sets, making adjustments to call allocations driven by real-time trends. Responsible for the real-time monitoring of agents, ensuring adherence to their schedules, handling pending time-off requests, schedule changes, and the daily exception management of IEX.  

Main Responsibilities:
Creating attendance reports, metrics according to the needs of the Account; monitoring the flow of calls, chats and/or emails; auxiliary monitoring; adherence exception reports; report writing productivity, and the development and automation of new reports, coordinate the issue resolution process between frontline and supporting teams whenever a system issue occurs, constant communication between, client, operations, training and management, tracking attrition, absenteeism, and unproductive hours.
Meeting or exceeding all metrics in your current role for the last 3 months. 
Minimum of 90% attendance
Minimum of 6 months as TELUS International employee
No active disciplinary processes
Schedule flexibility-Required  
Positive attitude
Strong Leadership skills
Strong Teamwork spirit
Ability to work under pressure
Creativity and Innovation
Team player
Strong verbal and written communication skills 
Excel - Advanced
Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )
Preparation and presentation of advanced graphics
Search the data value by:VLOOKUP.
Format Cells
Advanced Filters
English - B2 :
Oral and written comprehension.
Appropriate use of language.
SROs for the last 3 months above 85%
Ability to work under pressure and meet deadlines
Statistics, mathematical logic
Studies & Experience
Preferably sophomore level in Systems Engineering or related careers- Desirable
6 months of experience in similar positions - Desirable
Completed online Courses of IAspire Essentials - Mandatory

Additional Job Description

The WFM Analyst II is responsible for constantly monitoring and analyzing the real time intraday and adherence performance, for which uses different statistics and specialized software to drive the most effective methods of staffing adjustments when necessary, assessing the availability for training and/or special projects, as well as tracking performance in real time. Creates and updates specific reports related to productivity and metrics from the assigned account and communicates them to all management levels. These duties include real time and post mortem analysis, root cause diagnostics and real time communication via phone, email, IM and person to person channels.

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