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TELUS Digital

WFM Scheduler Analyst (m/f/d)

Basic Information

Ref Number

Req_00179250

Primary Location

IN - Ahmedabad - GIFT City

Country

India

Work Style

On Site

Description and Requirements


WFM - Scheduling Analyst (m/f/d)

Position summary
The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis


Your tasks:

  • 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.

  • Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.

  • Providing Staffing Outlooks: Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.

  • Scheduling system maintenance: Maintaining and updating employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
     

Your profile:

  • Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management

  • Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level

  • Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred

  • Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)

  • Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred 

  • Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
     

We will need these documents:

Cover letter, that explains your motivation and expectations for your new role

Extended Curriculum Vitae

Additional Job Description

The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis

Language Reference
English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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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