Basic Information:
Ref Number- Req_00117064
Primary Location- Barcelona
Country- Spain
Job Type- Support Positions
Work Style- Hybrid
Description and Requirements:
We are currently looking for support as a Scheduling Analyst (M/F/d).
You will be responsible for: Provide agents with a schedule for the working period, incorporating all client requirements (i.e.
retraining, coaching, and feedback) as well as forecasted requirements and scheduling preferences.Analyze volume arrival and other pertinent patterns by gathering data from WFM tools.
Staff the appropriate number of agents at the proper time based on recent/historical call arrival patterns.Address issues or discrepancies with the Client's own arrival patterns against the account's actual arrival patterns for the site.Regularly monitor trends, attrition, and flag any changes that may impact resource allocation.Recommend solutions to scheduling conflicts and/or special scheduling requests.Coordinate with operation POC's for activities that need to be scheduled.Provide the program with realistic schedules based on current manpower resources and performance.Provide weekly staffing outlooks for the following 4 weeks.We expect: Bachelor's degree and/or 2 years of workforce management experience ideally in the call center/customer service industry.Experience using Verint, F&S; or IEX.Understanding of workforce management processes, concepts, and principles (i.e.
staffing projections, scheduling, service level analysis, metrics monitoring).Strong knowledge of call center operations and organization.Ability to make statistical & financial analysis.Strong understanding of Spanish labor law and regulations.Ability to demonstrate innovation and good judgment/problem-solving skills when making decisions.Prior knowledge of client specifics (i.e.
nature of account, metrics) is a plus.BPO experience is a plus.We will need these documents:
- Cover letter, that explains your motivation and expectations for your new role.
- Extended Curriculum Vitae.
- Proof (certificates and references).
We offer:
- Referral program with attractive bonuses.
- Private medical insurance for employees.
- Great office at a top location.
- Positive international working environment (relaxing zones, terrace, kitchen).
- Discounts in gym memberships.
- Career development opportunities.
- Continuous support and learning.
Additional Job Description:
TELUS International is looking for a Scheduling Analyst (M/F/d) in Barcelona, Spain.
EEO Statement:
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.
TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.
We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications, and utilities sectors.
With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources, and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer:
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.
All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence, and performance without regard to any characteristic related to diversity.
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