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Scheduler Analyst - Vertis North

Základné informácie

Ref Number

Req_00154361

Primárna lokácia

PH - Manila - Vertis North CC - Tower 3

Krajina

Filipíny

Typy zamestnania

Support Positions

Work Style

On Site

Opis a požiadavky

Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.


  • Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
  • Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
  • Staffs the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Addresses issues or discrepancies with the Client’s own call arrival patterns against the account’s / program’s actual arrival patterns for the site.
  • Regularly monitors trends and flags any changes that may impact resource allocation.
  • Recommends solutions to scheduling conflicts and / or special scheduling requests.
  • Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled.
  • Gathers, compiles and processes all headcount reports, leave and schedule requests.
  • Provides the program with realistic schedules based on current manpower resources and performance.

Ďalší popis práce

Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.
Jazykové schopnosti
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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