Workforce Analyst - RTA (afternoon shift)

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Employer: TELUS International
Domain:
  • Customer Support - Client Service
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • BUCHAREST
  • Updated at: 07.01.2018
    Remote work: On-site
    Short company description

    TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

    TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

    Requirements

    Your profile:
    - Medium English skills
    - very good communication skills
    - availability to work afternoon shifts (18:00 - 03:00) Monday to Friday

    Technical Skills
    - Working knowledge of I.T. requirements / demands in call center operations
    - Strong working knowledge in MS Excel
    - Working knowledge in database administration such as MS SQL is a plus
    - Previous experience in a similar role is a plus

    Other Skills
    - Good time and project management skills
    - Adaptive to changing work schedules and working hours
    - Above average problem-solving, decision-making, and analytical skills

    Responsibilities

    - Monitor agent adherence and activity to ensure PSIH (Productive Sign In Hours)
    - Monitor real time activity and make the necessary staffing adjustments
    - Provide real-time reports/analysis throughout the day to the operations management team
    - Elaborate Account’s metrics reports
    - Provide recommendations to maintain or improve results from staffing calculations
    - Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
    - Authorize and update in all systems real time exceptions
    - Assist with on-going analysis of real time/intraday performance and the determination of alternative plans when necessary
    - Provide hourly reporting and attendance verification to complement the daily plans


    What we offer:
    Stable job - we offer permanent labor contracts
    International career - we offer regular training and international career opportunities
    Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
    Community projects - we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!

    Other info

    TELUS International Europe is a leading European provider of multilingual contact center and business process outsourcing solutions and a proud member of the TELUS International family. TELUS International is a global business process outsourcing company with almost 16,000 employees around the world, including in Canada, the United States, Europe, Latin America, the Philippines, and the United Kingdom.

    With over 150 million customer interactions annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with €8.4 billion (CAD $11 billion) in annual revenue and 13.2 million customer connections.

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