Basic Information

Ref number

Req_00062199

Last day to apply

25-Dec-2021

Primary Location

TELUS Tower

Additional Locations

Infinity Tower

Description and Requirements

The WFM Real-Time Analyst currently serves under the direction of the WFM Team Lead and collaborates with the local WFM and Operations teams as well as the shared Real-time analysts outside the country.  



Specific Responsibilities may include:

  • Monitors workflow in real-time, ensuring all work is handled in a timely manner meeting the SLA targets

  • Manage interval, daily, weekly, and monthly plan objectives

  • Real-Time Skilling assigns workload to agents based upon training

  • Monitors in real-time numerous metrics such as line adherence, CSAT, SLA, AHT, etc.

  • Keeps operations and workforce management informed in real-time of service risks or issues

  • Act as a central communication point for any technology or facility issues affecting operations center and support operations

  • Manages intra-day communication with local Team Managers and shared real-time teams outside the country regarding client requests, ad hoc events, training planning, etc.

  • Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports;

  • Reviews future-dated center performance and provides decisions to mitigate staffing deficits

  • Proactive planning and strategy development

  • Accurate gathering of statics for purposes of identifying trends

  • Develops Daily Post Mortem Assessment of previous day performance

  • Other functionally related tasks as assigned by the management


Required Experience, Skills & Competencies:


  • 1+ years in a role with significant reporting and analysis experience

  • Expert knowledge in Microsoft Excel with the ability to create charts, graphs, pivot tables, and complex formulas. Google Sheets is considered an advantage

  • Excellent written and verbal skills in English

  • Proficiency with Google Docs applications and the ability to learn to navigate new tools and dashboards

  • Knowledge in call center specific software and applications (i.e. Verint; CMS etc) would be considered an advantage

  • Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions

  • Ability to multitask, adapt to change, and achieve results with accuracy and precision

  • Adaptive to changing work schedules and working hours

  • Must be able to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressure

  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment

  • Ability to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a team




Preferred Experience, Skills & Competencies:


  • 1+ year in a role within a call center environment

  • Previous experience with Google Sheets

  • Experience with databases (SQL, Access)

  • Associate Degree or some college


Our Offer:
  • Stable job and career development opportunities
  • Attractive salary
  • Fully paid training
  • Additional health insurance & Transportation allowance
  • Special Discounts and Offers (e.g. Food vouchers, Multisport cards, etc.)
  • Special benefits for our team members (Gym, yoga classes, massages, and corporate
  • psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation and billiard corners)
  • Continuous assistance and learning
  • Employee referral bonuses & Recognition programs
We care about the well–being of our employees, invest in their future growth, encourage fun and team-building projects!

Does it sound like the perfect job for you? Apply now!

About us: TELUS International Europe is the leader in the BPO sector in Bulgaria. We have almost
50,000 team members across 20 countries. TELUS International Europe offers contact center solutions, ITO, and creative customer service support for global customers in over 50 languages.

Required Language(s)
English