Real Time Analyst

Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us.

Utilize advanced support technologies and processes engineered to achieve outstanding results.

We cultivate lasting client relationships and make positive contributions to our local communities.

Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Location: 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4- 100% On-site

Reports to: BA Supervisor

Contract: Regular, Full-time

Education : High School Diploma

Travel Requirements: No

For existing vacancy: No

About Us

At TP, we remain true to our core values of integrity, respect, professionalism, innovation and commitment.

• Autonomous - We encourage and trust your decision-making skills
• Progressive work environment- If you have skills to prove we have all ladders for you to grow
• Flexible - We believe in results
• Innovative - All ideas matter
• Inclusive - Everyone is Included and everyone wins

As a Real Time Analyst, you will be responsible for managing intraday performance to ensure service levels, occupancy, and schedule adherence meet established targets. You will monitor real-time operations, make proactive adjustments, and collaborate closely with Supervisors, Operations Managers, and Support teams to maintain optimal performance. Regular real-time communication with clients is essential, requiring you to respond quickly to changing conditions and help keep operations running at peak efficiency.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

• Would act as the first point of contact for all service-related escalations occurring on account of issues such as call routing, technical glitches, unscheduled absence OR any other.
• Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ACW/BREAKS & SHIFTS.
• Would ensure availability of analysts on phones as per the business model requirement.
• Real time queue monitoring (RTQM)
• Intraday reporting (Hourly Interval Reports, Productivity Reports)
• Client Interaction
• Would perform other related duties & assignments as required by the Manager.
• Self-motivated and able to perform efficiently and effectively with minimum supervision.
• Sound understanding of looking through reports and sharp analytical skills.

• Should have knowledge of MS Office applications (Excel/Google Sheet, MS-word)
• Good Evaluating/Analytical skills and ability to demonstrate reasons for a change.
• Self-motivated and able to perform efficiently and effectively with minimum supervision.
• A pleasing personality with a professional, positive, service-oriented attitude.

• Mathematical skill and communication Skill (Oral and Written)
• Team player and flexible for all shifts
• Self motivated, presentation skills, and public speaking
• Knowledge of Knowledge of IEX and Genesys
• Good with logical & analytical skills
• Taking initiatives to streamline processes and focus areas
• Hands on with excel & MS office

• Analytical skills
• Excel skills
• Power BI will be an advantage

• 100% On-site
• Training Hours of Operations: 5 weeks of training and nesting and 4 weeks of ticketing

• Candidates are advised to be within travel distance from our primary locations: Yonge- Eglinton Midtown Toronto

Teleperformance welcomes and encourages applications from people with Disabilities. Should you be invited to participate in the selection process, we are committed to accommodate you to best meet your needs.

Be One of Our People:
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued. Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:
If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.