Description
List of Functional Responsibilities
- 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
Technical/Niche Skillset Required
- Analytical & Problem-Solving Skills: This is the most critical skill. The candidate must be able to quickly analyze real-time data and metrics like Average Handle Time (AHT) and schedule adherence. They need to identify issues (e.g., staffing shortages, long hold times) and understand their impact on service level agreements (SLAs).
- Operational & Workforce Management Knowledge: A solid understanding of contact center operations is essential. This includes familiarity with key metrics like those listed (ACD, ACW, AHT) and an understanding of how they affect performance. Experience with workforce management principles is a significant plus.
- Data & Reporting Skills: The role requires monitoring data and producing reports. The candidate must be comfortable using reporting tools to provide performance reports and post-mortem analysis to team leaders and operations management.
- Communication Skills: The candidate must be able to proactively and clearly communicate intraday challenges to operations leaders. They need to provide updates and support required actions in a fast-paced environment. Strong written and oral English at a B1-B2 level is a requirement.
- Ability to work in a fast-paced environment: This is a key behavioral competency. The role is dynamic and requires quick thinking and the ability to manage multiple priorities simultaneously to address real-time issues as they arise.
List Of Soft Skills Required
- Knowledge of real time monitoring and reporting
- Analytical and problem solving skills
- Ability to work in a fast paced environment
- Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgement and precedents
Individual Objectives
TELUS Digital Performance Program aims to have a positive impact not only on the success of the business, but also on the personal growth and development of Team Members. As part of the program, Team Members are to set individual objectives that align their personal ambitions with company priorities. People Leaders will support their Team Members growth with frequent meaningful check-ins and feedback. Each Team Member's progress will be documented annually with the year-end review.
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Values
Our values are the cornerstone of our culture, reflecting who we are as a team. This will also guide how we interact with each other, our customers and communities. By implementing this, we help foster innovative ways of thinking to deliver better insights, decisions and solutions. This will shape our people practices, from hiring, recognition to performance assessment.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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