TELUS International Europe

Real-Time Analyst
Description and Requirements

TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.


• Monitor volume flow and real time metrics and usage of AUX codes

• Keep Operations and Workforce Management informed in real time of service risks or issues

• Proactive planning and strategy developing to ensure daily/weekly/monthly KPIs are met

• Communicate recommendations and plans to necessary stakeholders

• Perform on-going analysis and post mortem root cause diagnostics

• Monitor intraday staffing levels and related metrics to ensure compliance to requirements

• Approve and coordinate offline activities and absences with all departments

• Record schedule changes in the WFO system

• Provide analysis and recommendations for Scheduling Analyst to improve staffing levels

• Delivery of Reports on Interval & Daily Performance

• Report EOD Site Service details to Senior management & Operations


• Fluent command of both spoken and written English

• Knowledge of call center operations and organizations

• Knowledge of WFM processes, concepts and principles (Staffing projections, scheduling, service level analysis, metrics monitoring) will be considered as strong advantage

• Proficiency with MS Office applications (i.e. MS Word, Excel)

• Ability to multitask, adapt to change, and achieve results with accuracy and precision.

• Ability to establish course of action for self and others to accomplish a specific goal, while using appropriate resources.

• Ability to work under minimal supervision

• Problem-solving, Decision-making and Analytical skills

• Ability to work 24/7

We offer:

• Stable job (permanent labor contract)

• Competitive salary for the local market

• Opportunity to plan your own working schedule

• Career development opportunities

• Meal tickets shall be granted monthly

• International modern working environment

• Special Discounts & Offers for all employees

• Employee referral bonus

• Positive environment

• Supportive work-life balance policies

• Continuous assistance and learning

• Employee Relations team to help new hires integrate in the local lifestyle and culture.

If this opportunity sounds appealing to you, please send your CV!

* Please note that only shortlisted candidates will be contacted.

Required Language(s)
Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Ние предлагаме

Ниво в йерархията:
Експертен персонал без ръководни функции

Мениджмънт, бизнес развитие
Населено място:
Гр. София
гр. София 1784, бул. "Цариградксо шосе" 115 К, Хермес Бизнес Парк, сграда Б
TELUS International Europe
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за TELUS International Europe може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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