Real Time Analyst

TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and

deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world's most disruptive brands

from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com

About the Rol

eThe Real-Time Analyst (RTA) is responsible for monitoring, managing, and optimizing workforce performance to ensure operational efficiency. This role ensures service levels, productivity, and staffing requirements are consistently met across all queues and teams

.
Key Responsibiliti

• esMonitor real-time queues, agent activities, and service levels to ensure operational targets are me
• t.Manage intraday staffing levels by balancing schedule adherence, breaks, and shrinkag
• e.Coordinate with team leads and managers for real-time adjustments and performance update
• s.Track and report KPI metrics such as AHT, ASA, SL, Occupancy, and Agent Productivit
• y.Issue hourly, intraday, and end-of-day performance report
• s.Recommend corrective measures to maintain service level commitment
• s.Manage agent skilling, routing changes, and workload distributio
• n.Handle real-time escalations and communicate any performance risks to stakeholder
• s.Maintain WFM tools, dashboards, and performance tracker
• s.Support schedule updates, exceptions, and pattern changes as require

d.
Required Skills & Qualificati

• ons1–3 years of experience as a Real-Time Analyst or Workforce Management specialist (preferred in a contact center/digital operations setu
• p).Strong understanding of workforce management concepts: SL, AHT, Forecasting Basics, Shrinkage, and Schedule Adheren
• ce.Hands-on experience with WFM tools (e.g., IEX, Verint, NICE, Genesys Cloud, or simila
• r).Proficiency in Excel, dashboards, and reporting too
• ls.Strong analytical and problem-solving abiliti
• es.Ability to work in a fast-paced and dynamic environme
• nt.Excellent communication and coordination skil

ls.
Good to

• HaveExperience with digital operations or telecom dom
• ain.Knowledge of MIS report
• ing.Basic understanding of forecasting and capacity plann

ing.
Location: Gandhinagar (GIFT City), Gu

jaratWork Mode: 100% Work from Office (5 days a

week)Shift: Rotational Shift (including night shift & week