Basic Information
Ref Number
Primary Location
Additional Locations
Country
Job Type
Work Style
Description and Requirements
***Applicants should be available and willing to work on-site and/or from home depending on business needs.***
Position overview:
As a Scheduler Analyst, you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.
Key responsibilities:
Manage and control pools and resources (inflow, exits, absence, sills, clients)
Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
Monitor trends and attrition, flagging any changes that may impact resource allocation
Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances
Requirements and core competencies:
Schedule flexibility
Able to work on-site
Giving support
Focusing on customers
Embracing technology
Managing self-development
Functional competencies:
Knowledge of workforce scheduling
Use of workforce management tools such as Verint, NICE IEX or others
Intermediate use of Excel, Google Sheets and Data Studio
Solid understanding of labor laws and regulations impacting scheduling
Analytical and complex problem-solving skills
Qualifications:
2 years of experience in workforce management
Bachelor’s degree or equivalent
CEFR B1-B2 English (oral/ written)
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.
Additional Job Description
EEO Statement