Real Time Analyst

Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) 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 Operation leaders in support required actions Support communication with team leaders and frontline team members Minimum requirements for internal applicants: Should be a regular TELUS Digital Philippines team member Should not have any form of disciplinary action in the past 6 months Passing scorecard: Passing scorecard defined as Objectives + TELUS Values Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope. Should have an average of 6 months scorecard of DEVELOPING f...