WFM Real Time Analyst (m/f/d)

TELUS Digital is looking for a WFM Real Time Analyst (m/f/d) to join our team. In this role, you will be responsible for monitoring real-time performance, managing intraday scheduling, and ensuring service level targets are met across our operations.

• Monitor real-time queue performance and agent adherence to schedules.
• Analyze intraday trends and take proactive measures to mitigate service level risks.
• Communicate effectively with operations leadership regarding performance gaps and staffing requirements.
• Manage real-time schedule adjustments, including breaks, meetings, and offline activities.
• Maintain accurate records of system performance and generate daily reports.

• Experience in Workforce Management (WFM) or a similar analytical role.
• Strong proficiency in Microsoft Excel and WFM software tools.
• Excellent communication skills and the ability to work in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Ability to work flexible shifts as required by business needs.