Time Analyst

Job Overview

Real Time Analyst – 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4

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

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.

Key Responsibilities:

• Act as the first point of contact for all service‑related escalations (e.g., call routing, technical glitches, unscheduled absence).
• Constantly monitor, track, document, and communicate real‑time floor activities in terms of adherence to process defined (AUX/ACW/BREAKS & SHIFTS).
• Ensure availability of analysts on phones as per the business model requirement.
• Perform real‑time queue monitoring (RTQM) and intraday reporting (Hourly Interval Reports, Productivity Reports).
• Interact with clients and respond quickly to changing conditions to keep operations running at peak efficiency.
• Perform other related duties and assignments as required by the Manager.

Required Skills and Qualifications:

• Knowledge of MS Office applications (Excel/Google Sheet, MS Word).
• Strong analytical skills and ability to evaluate reports and identify reasons for changes.
• Self‑motivated, able to work efficiently and effectively with minimal supervision.
• Pleasant personality with a professional, positive, service‑oriented attitude.
• Mathematical and communication skills (oral and written).
• Team player, flexible for all shifts; self‑motivated with presentation and public speaking skills.
• Knowledge of IEX and Genesys.
• Hands‑on experience with Excel, MS Office;
  Power BI experience is an advantage.
• Domain/functional expertise in analytical skills and Excel.

• Paid 5 weeks of training, 2 weeks of annual leave.
• Competitive salary with incentive programs.
• Medical and dental benefits.
• Employee Family Assistance Programs.
• Rewards & Recognition programs.
• Established career path supported by self‑assessments, virtual training, and guided curriculum that allow vertical and horizontal growth.

Schedule:

100% On‑site

Training: 5 weeks of training and nesting and 4 weeks of ticketing.

Teleperformance welcomes and encourages applications from people with disabilities and is an Equal Opportunity Employer.