WFM Real-Time Analyst

We at TELUS Digital Bulgaria are seeking a dynamic WFM Real-Time Analyst to join our innovative team. This role offers the perfect blend of analytical challenge and professional growth in one of the leading digital workplaces.Key Responsibilities:Monitor workflow in real-time, ensuring all work is handled in a timely manner meeting the SLA targetsManage interval, daily, weekly, and monthly plan objectivesReal-Time Skilling assign workload to agents based upon trainingMonitor in real-time numerous metrics such as line adherence, CSAT, SLA, AHT, etc.Keep operations and workforce management informed in real-time of service risks or issuesAct as a central communication point for any technology or facility issues affecting operations center and support operationsManage intra-day communication with local Team Managers and share real-time teams outside the country regarding client requests, ad hoc events, training planning, etc.Timely delivery and analysis of Shrinkage, Adherence, and Attendance reports;Review future-dated center performance and provides decisions to mitigate staffing deficitsProactive planning and strategy developmentAccurate gathering of statistics for the purposes of identifying trendsDevelop a Daily Post Mortem Assessment of the previous day performanceOther functionally related tasks as assigned by the management Required Experience, Skills & Competencies:1+ years in a role with significant reporting and analysis experienceExpert knowledge in Microsoft Excel with the ability to create charts, graphs, pivot tables, and complex formulas. Google Sheets is considered an advantageExcellent written and verbal skills in English Proficiency with Google Docs applications and the ability to learn to navigate new tools and dashboardsKnowledge in call center-specific software and applications (i.e. Verint; CMS etc) would be considered an advantageAbility to demonstrate innovation and good judgment/problem-solving skills when making decisionsAbility to multitask, adapt to change, and achieve results with accuracy and precisionAdaptive to changing work schedules and working hoursMust be able to respond quickly and intelligently in a fast-paced environment, making calculated decisions under pressureAbility to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environmentAbility to build strong stakeholder relationships and foster ownership, innovation, and collaboration within a teamPreferred Experience, Skills & Competencies: 1+ year in a role within a call center environmentPrevious experience with Google SheetsExperience with databases (SQL, Access)Associate Degree or some collegeWe Offer: Fully paid trainingStable job and career development opportunitiesAttractive salaryAdditional health insurance50+ benefits and services to choose fromPositive international working environmentSupport and learningEmployee referral bonusesWe care about the well-being of our employees, invest in their future growth, encourage fun and team-building initiatives!Does it sound like the perfect job for you? APPLY NOW! About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building and delivering next-generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients'procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.