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

Reports to: BA Supervisor

Contract: Regular, Full-time

Education : High School Diploma

Travel Requirements: No

About Us

TP is a worldwide leader in client experience management and contact center business process outsourcing. With more than 500,000 employees, development of an efficient and responsible hybrid organization, combining work-from-home and on-site solutions, with around 50% of employees now working remotely.

Ranked 11th in the world's Top 25 Best Workplaces by Fortune Magazine, in partnership with Excellent Place to Work®; Best Employer certification earned in 64 countries covering more than 97% of the total workforce.

Our Work Culture

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

Salary: Base pay of CAD 22/hour

About the job

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.
- 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.

Required skill

- 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.

Critical competencies for the position

- 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 Genesyst
- Good with logical & analytical skills
- Taking initiatives to streamline processes and focus areas
- Hands on with excel & MS office

Domain / functional expertise areas:

- Analytical skills
- Power BI will be an advantage
- Established career path supported by self-assessments, virtual training, and guided curriculum that allow for vertical and horizontal growth through our multiple lines of business.
- Robust career path with a full development plan and the opportunity to grow in the organization.
- Paid 5 weeks training, 2 weeks annual leave.




- Continuous learning through progressive training that is specific to your tenure and skills.
- Competitive salary with incentive programs
- Positive and supportive environment
- Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.

Schedule

- 100% on-site at 75 Eglinton Ave E, Midtown Toronto, ON M4P 3A4
- Training Hours of Operations: 5 weeks of training and nesting and 4 weeks of ticketing

Shift Timings

5 operational days between Mondays to Sundays, rotational shifts

- 8:00 AM to 4:00 PM
- 4:30PM to 12:30AM
- 11:30 PM to 7:30 AM

Location

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

Diversity, Equity & Inclusion

TP is home to a global family with various backgrounds and lifestyles. We will always embrace diversity and never discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or other differences.

Please note that we may use artificial intelligence (“AI”) tools to support certain aspects of the recruitment process, such as sourcing candidates, reviewing applications, analyzing resumes, and summarizing interviews. These tools are used to assist our recruitment team in evaluating job‑related qualifications and do not replace human judgment or decision‑making. Employment decisions are not made solely by automated systems. We take steps designed to help ensure that our use of AI tools is appropriate, fair, and consistent with applicable privacy, human rights, and employment laws.

Teleperformance welcomes and encourages applications from people with di abilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should you be invited to participate in the selection process we are committed to accommodating you to best meet

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📌 WFM: Real Time Analyst (Toronto)
🏢 Tp
📍 Toronto