Real Time Analyst in Las Vegas, NV, United States for TELUS Digital
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Real Time Analyst
Req ID: Req_00188442_US
Location: Las Vegas, NV, United States
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Description
Position Overview:
As a Real Time Analyst, you will use your expertise to monitor and analyze real-time and intraday operations performance. You will verify attendance and produce intraday reporting to ensure service level agreements are met. The ideal candidate will possess strong analytical skills, a working knowledge of contact center operations, and the ability to thrive in a fast-paced environment.
Specific Responsibilities May Include:
Monitor real-time metrics (attendance & schedule adherence, average handle time, automatic call distribution, talk time, after call work) to ensure proper staffing levels and compliance with the account''s service level agreements
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 Operations leaders in support of required actions
Support communication with team leaders and frontline team members
Verify attendance and maintain accurate staffing records
Analyze intraday performance data and identify trends or anomalies
Collaborate with Operations leadership to address service level risks
Produce timely and accurate reporting to support operational decision-making
Perform other duties and assignments as directed
Required Experience, Skills & Competencies:
8+ months of work experience in a contact center environment
High school degree
C1 Proficiency in English language (oral/written)
Working knowledge of contact center operations and real-time monitoring
Analytical and problem-solving skills
Ability to work in a fast-paced environment
Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgment, and precedents
Preferred Experience, Skills & Competencies:
Workforce management experience
Knowledge of real-time monitoring and reporting systems
Familiarity with contact center-specific software and applications
Experience with performance reporting tools and dashboards
Basic knowledge of business planning and scheduling principles
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Internal Transfer Eligibility:
In order to be considered for a transfer to another role, campaign or position, Team Member must:
Have been in their current role for a minimum of six (6) months
Have no active Hint 2 or 3
Be meeting or exceeding performance requirements
#LI-DNI
About Company:
TELUS Digital is the customer experience transformation partner to the world''s most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant''s qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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