Teleperformance is looking for a Full-Time Real Time Analyst to enhance operational efficiency in Midtown Toronto. This role is essential for ensuring exceptional service delivery and performance metrics.
As a Real Time Analyst, you will focus on managing intraday operations, ensuring adherence to schedules, and proactively addressing service escalations. Your role requires strong analytical capabilities and the ability to communicate effectively with teams and clients, making real-time adjustments based on operational demands.
Key Responsibilities:
• Oversee and monitor operational queue metrics
• Communicate with supervisory teams regarding escalations
• Track adherence to predefined processes and schedules
• Generate hourly and productivity performance reports
• Ensure analysts are appropriately scheduled on calls
Requirements:
• A minimum of a High School Diploma
• Advanced skills in Excel and MS Office applications
• Excellent analytical and evalua...