Responsibilities

Monitor real‑time metrics (attendance & schedule adherence, average handle time, automatic call distribution, talk time, after‑call work) to ensure proper staffing levels and compliance with the account’s service level agreements. Provide real‑time performance reports (auxiliary activities, hold time, after‑call usage) and post‑mortem reports to Operations leaders on an established cadence. Proactively communicate intraday challenges impacting service level agreements to Operations leaders and support required actions. Support communication with team leaders and frontline team members.

Qualifications

• Internal applicant: regular TELUS Digital Philippines team member with no disciplinary action in the past 6 months.
• Passing scorecard defined as objectives + TELUS values, with an average 6‑month scorecard of ACHIEVING for promotion or change in job scope.
• Average 6‑month scorecard of DEVELOPING for lateral movement (on...