WFM, Real Time Analyst-Senior (traffic) - Guatemala & Xela

Deine Aufgaben

Position overview:

As a Real Time Analyst-Senior 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

• 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

Position overview: As a Real Time Analyst-Senior 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

• 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

Dein Profil

• Schedule flexibility - Required
• Availability to work on-site - Required
• Giving support,
• Focusing on customers
• Embracing technology
• Managing self-development
• 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
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement
• 18+ months of work experience in contact center; experience in real time analysis
• Bachelor’s degree or equivalent
• CEFR B1-B2 English (oral/ written)
• Minimum 95% of attendance
• Minimum of 1 year as a TELUS International employee
• Minimum of 1 year in the current position and current account/ department and within WFM team
• No active disciplinary processes
• Schedule flexibility - Required
• Availability to work on-site - Required
• Giving support,
• Focusing on customers
• Embracing technology
• Managing self-development
• 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
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement
• 18+ months of work experience in contact center; experience in real time analysis
• Bachelor’s degree or equivalent
• CEFR B1-B2 English (oral/ written)

Über den Arbeitgeber

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.

Bewerbungsprozess

Applicants should be available and willing to work on-site and/or from home depending on business needs.

Last day to apply: Friday, January 30th, 2026

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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.