Workforce Management Analyst

Advertised as: Real Time Analyst

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% On-site

Reports to: BA Supervisor

Contract: Regular, Full-time

Education : High School Diploma

Travel Requirements: No

For existing vacancy: No

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Great Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills
• Progressive work environment- If you have skills to prove we have all ladders for you to grow
• Flexible - We believe in results
• Innovative - All ideas matter
• Inclusive - Everyone is Included and everyone wins

Salary: $23.43/hourly + overnight premium ($24.43)

About the job

As a Real Time Analyst, you will be responsible for managing intraday performance to ensure service levels, occupancy, and schedule adherence meet established targets. You will monitor real-time operations, make proactive adjustments, and collaborate closely with Supervisors, Operations Managers, and Support teams to maintain optimal performance. Regular real-time communication with clients is essential, requiring you to respond quickly to changing conditions and help keep operations running at peak efficiency.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other.
• Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
• Would ensure availability of analysts on phones as per the business model requirement.
• Real time queue monitoring (RTQM)
• Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Client Interaction
• Would perform other related duties & assignments as required by the Manager.
• Self-motivated and able to perform efficiently and effectively with minimum supervision.
• Sound understanding of looking through reports and sharp analytical skills.

Required skills

• Should have knowledge of MS Office applications (Excel/Google Sheet, MS-word)
• Good Evaluating/Analytical skills and ability to demonstrate reasons for a change.
• Self-motivated and able to perform efficiently and effectively with minimum supervision.
• A pleasing personality with a professional, positive, service-oriented attitude.

Critical Competencies

• Mathematical skill and communication Skill (Oral and Written)
• Team player and flexible for all shifts
• Self motivated, presentation skills, and public speaking
• Knowledge of Knowledge of IEX and Genesys
• Good with logical & analytical skills
• Taking initiatives to streamline processes and focus areas
• Hands on with excel & MS office

Domain / functional expertise areas

• Analytical skills
• Excel skills
• Power BI will be an advantage

Benefits & Perks

• Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
• Robust career path with a full development plan and the opportunity to grow in the organization.
• Paid 5 weeks training, 2 weeks annual leave.
• Continuous learning through progressive training that is specific to your tenure and skills.
• Competitive salary with incentive programs
• Positive and supportive environment
• Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

• 100% On-site
• Training Hours of Operations: 5 weeks of training and nesting and 4 weeks of ticketing

Location

• Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate you to best meet your needs.