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TELUS Digital · 1 week ago

Senior Real Time Analyst

Las Vegas, NV

Full-time

Onsite

Mid, Senior Level

1+ years exp

TELUS Digital is a global telecommunications service provider committed to delivering innovative customer experience solutions. The Senior Real Time Analyst will monitor and analyze intraday operations performance, ensuring service level agreements are met while providing actionable insights to improve team performance.

AnalyticsArtificial Intelligence (AI)ConsultingData Collection and LabelingInformation ServicesInformation TechnologyOutsourcing

Responsibilities

Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements

Adjust schedules, call and skill routing based on actual performance and volumes

Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence

Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions

Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development

Identify areas of improvement and provide actionable insights to leaders

Support leaders in the execution of real time projects/ initiatives

Qualification

Real Time Analyst experienceGoogle Workspace proficiencyLeadership skillsProject management skillsMS Office Suite proficiencyCommunication skillsOrganizational skillsCoaching skillsTime management skillsActive listening skillsAdaptabilityAttention to detail

Required

Minimum of 18+ months of work experience in contact center in a Real Time Analyst role

Demonstrable leadership skills with ability to coach, develop, and drive performance

High School Diploma or equivalent (secondary education preferred)

Flexibility to work various schedules in a 24/7 environment

Ability to successfully complete a background check and employment verification

Strong proficiency in Google Workspace and MS Office Suite (Word, Excel, and PowerPoint)

Ability to learn and adapt to new training technologies and platforms

Strong verbal/written skills with ability to articulate complex issues in an easy-to-understand manner

Excellent presentation skills with the ability to present ideas, concepts, concerns, and questions in a well-thought-out, positive, and professional manner

Effective communication skills with team members and managers at all levels

Strong active listening skills and ability to provide constructive feedback

Strong project management skills

Excellent organizational and time management skills

Ability to manage multiple priorities and deadlines

Proven success in complex work environments

Attention to detail and accuracy in documentation

Ability to work independently in a dynamic, fast-paced atmosphere

Strong commitment to maintaining confidentiality

Self-motivated with passion for continuous improvement

Adaptability to change and comfort with ambiguity

Strong work ethic and professional demeanor