Real Time Analyst
За TELUS International Bulgaria TELUS International е иноватор, който създава, изгражда и предоставя следващо поколение дигитални решения на редица световни брандове в областта на обслужването на клиенти. С екип от над 4000 души в София и Пловдив, TELUS International Bulgaria е най-големият работодател в CX (Customer Experience) сектора в България. Общо служителите на глобално ниво наброяват близо 60,000. Компанията предлага възможност за дистанционна работа, гъвкаво работно време и проекти в сферата на бързо развиващите се технологии, видео игри, социални мрежи, финансови услуги и финтех, туризъм и много други. Компанията предлага на служителите си, разположени в три офиса в София и Пловдив, едни от най-модерните и комфортни работни пространства у нас, както и над 40 допълнителни социални придобивки като допълнително здравно осигуряване, безплатна карта за градски транспорт, собствен фитнес, йога, групови тренировки, психолог, масажи, Multisport карти и други. Това са само част от нещата, които ни правят „компанията на щастливите хора“. Обединява ни и философията „да даваме там, където живеем“. Затова всяка година, по време на TELUS Ден на подкрепа, оставяме настрана ежедневните си задължения, дарявайки времето и труда си в подкрепа на тези, които имат нужда. Безплатна немска езикова академия TELUS International Bulgaria e една от първите компании в България, които предлагат напълно безплатна академия за изучаване на немски език. В рамките на 4 седмици, желаещите да подобрят езиковите си умения, могат да се възползват от безплатно обучение, по време на което получават атрактивно възнаграждение. При успешно завършване ги очакват постоянна работа и трудов договор. About TELUS International Bulgaria TELUS International Bulgaria is the largest employer providing digital customer experience solutions and support. With a team of over 4000 people in Sofia and Plovdiv, TELUS International Bulgaria is the biggest employer in the CX (Customer Experience) sector in Bulgaria. The total number of our employees globally is almost 60,000. The company offers the opportunity for remote work, flexible working hours, and projects in the field of rapidly evolving technologies, video games, social networks, financial services and fintech, tourism and hospitality, and much more.TELUS International Bulgaria offers its team members, located in three offices in Sofia and Plovdiv, some of the most modern and comfortable working spaces in Bulgaria, as well as over 40 additional social benefits such as additional health insurance, free public transportation card, own fitness, yoga, group training sessions, psychologist, office massages, Multisport card, and others. These are just some of the things that make us "the feel good company". As a TELUS team member, you can be part of something bigger, participating in our CSR activities which reflect our philosophy to give where we live. During our TELUS Days of Giving we put aside our daily work to contribute to the local communities. Free German language academy TELUS International Bulgaria is one of the first companies in Bulgaria to offer a free German language learning academy. Within 4 weeks, those wishing to improve their language skills can benefit from free training during which they receive attractive remuneration. Upon successful completion, they will receive a job offer and a permanent employment contract.
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
We Offer:
- Fully paid training
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
We care about the well–being of our employees, invest in their future growth, encourage fun and team-building initiatives!
Does it sound like the perfect job for you? APPLY NOW!
About us: TELUS International Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building and delivering next-generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients'procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
За обявата
June 10th, 2022
София
Административни, Офис и Бизнес дейности
За обявата
June 10th, 2022
София
Административни, Офис и Бизнес дейности