Allgemeine Angaben Standort
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Land
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Jobbeschreibung
As a WFM Senior Real Time Analyst you use your expertise to monitor and analyze intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives
Your tasks:
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
Your profile:
Experience: Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process 18+ months of work experience in contact center; experience in real time analysis.
Bachelor’s degree or equivalent
Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level.
Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.
Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).
Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.
Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
What we offer:
Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
Advanced job opportunities in our internationally growing company
Great office at the city center of Essen
Positive international working environment
Fun Floor with PlayStation, table tennis, and much more
Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks
Attractive employee referral bonus programs
Intriguing and diverse responsibilities
Join our team and apply now!
Our recruiting team will gladly answer all your questions. We are looking forward to your informative application. We have digitized our recruiting process and are now offering virtual job interviews to all applicants.
About us: Since founded in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.
#LI-DNI
Zusätzliche Stellenbeschreibung
Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a WFM Senior Real Time Analyst for our office located in Essen.
Sprache English
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
As a WFM Senior Real Time Analyst you use your expertise to monitor and analyze intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives
Your tasks:
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
Your profile:
Experience: Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process 18+ months of work experience in contact center; experience in real time analysis.
Bachelor’s degree or equivalent
Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level.
Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling, service level analysis, and metrics monitoring is preferred.
Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).
Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.
Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
What we offer:
Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
Advanced job opportunities in our internationally growing company
Great office at the city center of Essen
Positive international working environment
Fun Floor with PlayStation, table tennis, and much more
Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks
Attractive employee referral bonus programs
Intriguing and diverse responsibilities
Join our team and apply now!
Our recruiting team will gladly answer all your questions. We are looking forward to your informative application. We have digitized our recruiting process and are now offering virtual job interviews to all applicants.
About us: Since founded in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.
#LI-DNI
Zusätzliche Stellenbeschreibung
Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a WFM Senior Real Time Analyst for our office located in Essen.
| Sprache |
|---|
| English |
EEO Statement
Ref Number