Real Time Analyst - Workforce
Posted on Oct. 15, 2025 by TELUS Digital
- Quezon City, Philippines
- N/A
- Full Time
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
- Updates and processes data for real-time performance analysis.
- Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
- Manages and monitors the queue for the Operations account against the attainment of passing service levels.
- Keenly observes the queue and proactively responds with action plans for the account’s activities by continually communicating with Team Captains and Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
- Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
- Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
- Conducts training for new hires, or as required for Operations.
Advertised until:
Nov. 14, 2025
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