WFM Real Time Analyst-Senior - TELUS Guatemala

Position overview:
As a Real Time Analyst-Senior you use your expertise to monitor and analyse intraday operations performance. The analyst contributes to team performance improvements through continuous monitoring and analysis by leveraging four interconnected strategies: comprehensive reporting, proactive operational management, deep subject matter expertise, and a commitment to self-directed learning. Through robust reporting, the Traffic Analyst generates real-time performance reports, interval data analysis, post-mortem documentation, and trend insights that provide the team with visibility into operational health and actionable intelligence for decision-making.
Key responsibilities:
Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreementsAdjust 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 cadenceProactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actionsProvide feedback and guidance to Real Time Analysts on the team to improve performance and foster developmentIdentify areas of improvement and provide actionable insights to leadersSupport leaders in the execution of real time projects/ initiativesCreation and constant improvement of reporting visibility of the operational needs

Mandatory Requirements:
Schedule flexibility Able to work on-site
Core competencies:
Giving supportFocusing on customersEmbracing technologyManaging self-development
Functional competencies:
Knowledge of intraday monitoring and reportingKnowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing managementAdvanced use of Excel, Google Sheets, Data Studio and TableauAnalytical and complex problem solving skillsAbility to work in a fast paced environmentAbility to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications:
12+ months of work experience in contact center; experience in real time analysisBachelor’s degree or equivalentCEFR B1-B2 English (oral/ written)