Real Time Analyst – Telus Programs

About the role

The Real Time Analyst supports TELUS Programs by continuously monitoring contact‑center performance metrics, ensuring staffing levels align with service level agreements, and delivering timely performance reports to operations leaders.

Key responsibilities

• Monitor real‑time metrics such as attendance, schedule adherence, Average Handle Time (AHT), Automatic Call Distribution (ACD) talk time, and After Call Work (ACW) to maintain proper staffing and SLA compliance.
• Generate and distribute real‑time performance reports (aux activities, hold time, after‑call usage) and post‑mortem analyses on a defined cadence.
• Proactively communicate intraday challenges that may affect SLAs to operations leaders and support required corrective actions.
• Facilitate communication between team leaders and frontline agents to ensure swift issue resolution.

Required profile

• Current regular employee of TELUS Digital Morocco with no disciplinary actions in the past 12 months.
• Minimum tenure requirements for promotions or lateral moves as defined by internal policies.
• Strong analytical mindset with the ability to interpret real‑time data and make quick decisions.
• Comfortable working in a fast‑paced environment handling multiple priorities simultaneously.

Required skills

• Analytical & problem‑solving skills for rapid data interpretation.
• Operational and workforce‑management knowledge of contact‑center metrics.
• Data collection and reporting abilities to produce performance and post‑mortem reports.
• Effective written and oral communication in English (B1‑B2 level).