Real Time Analyst - TELUS International Philippines - Taguig

RESPONSIBILITIES:
Responsible for the maintenance of service levels and the real-time and advanced coordination of all phone and non-phone activity (after weekly shifts have been given out).
Act as the central point of contact for all schedule exceptions and time off requests.
Assure the timely dissemination of reports and information.
Updates CMS agent groups and split/skill lists.
Ensures that Thresholds are set and followed for all accounts through monitoring and close coordination with the operations team.
Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement.
Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contact traffic, deploying staff as needed.
Completes special projects as required.
Total flexibility with shift.
Ability to work independently and meet established deadlines.
Other functions as required in the performance of TELUS International Philippines daily business requirements.

REQUIREMENTS:
Candidate must possess at least a Bachelor's/College Degree in any field.
At least 1 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees.Others or equivalent.
5 Full-Time positions available.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably experienced in the ff tools:Cms, IEX Totalview, or any other WFM software, MS Office, especially Excel

recruitment@telusinternational.com.ph
+63.2638.9440