telus digital locuri de muncă

Our team is currently seeking reinforcement as a WFM Senior Real Time Analyst

Position summary: As a WFM Senior Real Time Analyst (traffic) you use your expertise to monitor and analyse intraday operations performance. You verify attendance and produce intraday reporting to ensure service level agreements are met. You contribute to the improvement of performance and development of the team. You support the execution of real time projects/ initiatives Overview of tasks: Monitor intraday metrics (volumes, productivity, internal and external production KPIs) to ensure proper staffing levels and compliance with the account’s service level agreements Adjust 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 cadence Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions Provide feedback and guidance to Real Time Analysts on the team to improve performance and foster development Identify areas of improvement and provide actionable insights to leaders Support leaders in the execution of real time projects/ initiatives Core competencies: Giving support, focusing on customers, embracing technology, managing self-development Leadership competencies: N/A no people management accountabilities Functional competencies: Knowledge of intraday monitoring and reporting Knowledge of service level management, line adherence management, reforecasting, rescheduling, call and routing management Analytical and complex problem solving skills Ability to work in a fast paced environment

What we expect: Minimum 2 years of experience in Call Center Operations, Customer Service, Business Process 18+ months of work experience in contact center; experience in real time analysis Bachelor’s degree or equivalent CEFR C1 English (oral/ written) We will need these documents: Cover letter, that explains your motivation and expectations for your new role Extended Curriculum Vitae Proof - English Certificate

**Why Choose This Opportunity?**

- Be part of a truly international team at TELUS Digital's global operations

- Work in a modern office in Essen's city center, offering excellent connectivity and urban lifestyle (Office location: Hohenzollernstraße 24, 45128 Essen)

- Experience German work culture while using your English skills daily

- Join a multicultural environment with team members from diverse backgrounds

**Living in Essen:**

- Central location in Germany's Ruhr region

-Easy access to some of the most beautiful cities in Germany

- Excellent public transportation

- Rich cultural heritage with modern amenities

- International community and diverse lifestyle options

- Affordable cost of living compared to other German cities

Ready for Your German Adventure?

Apply now to start your international career journey in Essen! Only shortlisted candidates will be contacted.

Job Types: Full-time, Permanent contract

Pay: From €3,150 per month

Schedule:

• Day shift
• Evening shift
• Night shift
• Shift work
• Weekend availability

Supplemental Pay:

• Bonus pay
• Night shift pay
• Vacation money

Job Types: Full-time, Permanent

Pay: From 3,150.00RON per month