Description and Requirements You want to take more responsibilities and start your career at TELUS Digital?
We are currently looking for a support as:
Scheduler Analyst (m/f/d) You will be responsible for:
Creating comprehensive schedules, incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences. Resolving scheduling conflicts, recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients. Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively. Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation. Maintaining and updating employee's skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database. Providing agents with a schedule for the working period, incorporating all client requirements (i.e., retraining, coaching and feedback) as well as forecasted requirements generated by the Capacity Planner and scheduling preferences. Analyzing volume arrival and other pertinent patterns by gathering data from WFM tools. Staffing the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addressing issues or discrepancies with the Client's own arrival patterns against the account's actual arrival patterns for the site. Recommending solutions to scheduling conflicts and/or special scheduling requests. Regularly monitoring trends, attrition and flagging any changes that may impact resource allocation. Coordinating with operation POC's for activities (i.e., queue, off queue) that need to be scheduled. Providing the program with realistic schedules based on current manpower resources and performance. Providing weekly staffing outlooks for the following 4 weeks. Your profile: At least 2 years of experience in a call center and/or 1 year specifically in workforce management. Excellent oral and written communication skills, especially in English. Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred. Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel). Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred. Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation. What we offer: Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture. Advanced job opportunities in our internationally growing company. Great office at the city center of Essen. Positive international working environment.
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