Department : Workforce Management
Overview :
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
- Updates and processes data for real-time performance analysis.
- Obtains quantifiable performance figures (i.e. call volume, AHT, running service level) in order to make critical recommendations to address account performance issues.
- Manages and monitors the queue for the Operations account against the attainment of passing service levels.
- Keenly observes the queue and proactively responds with action plans for the accounts activities by continually communicating with Team Captains and Operations Management.
- Acts as the central point of communication regarding account performance by cascading vital information to key decision-makers.
- Escalates relevant information on account performance to Management and ensures proper document on major incidents.
- Keeps abreast of new policies and procedures addressing day-to-day issues of specific accounts.
- Provides information on key issues and challenges in attaining service levels, and devices necessary responses to resolve such matters.
- Occasionally conducts training for Team Captains in order to equip them with the necessary skills for real-time queue management.
- Conducts training for new hires, or as required for Operations.
- At least one (1) year of Workforce Management experience within the call center / customer service industry.
- Formal training in Workforce Management (i.e. real-time data analysis, queue management) preferred.
- Previous call center operations experience
- Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).
- Prior knowledge of client specifics (i.e. nature of account, metrics) and of ACD / PABX and workforce management software systems preferred.
- Working knowledge of call center operations and organization.
- Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu)
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
Additional Job Description
Ensures passing service levels for each Operations account by engaging in real-time management of the queue. Responds to and acts as the central point of communication in all events and of circumstances impacting account performance.
Language Reference
English
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
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.
