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Workforce Management | Senior Scheduler Analyst

Základné informácie

Ref Number

Req_00152203

Posledný deň na podanie prihlášky

26-Feb-2025

Primárna lokácia

GT - Guatemala - Torre Pradera

Ďalšie lokácie

SV - Antiguo Cuscatlan - Las Cascadas, SV - Antiguo Cuscatlan - Torre Emblema, SV - Santa Tecla - Plaza Merliot

Krajina

Guatemala

Work Style

Hybrid

Opis a požiadavky


About the Role

 As a Senior Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for the assigned account and oversee the scheduling of a group of accounts when required. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trend and other inputs provided by internal and external sources. You contribute to the improvement of performance and development of the team.  You support the execution of scheduling projects/ initiatives.


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 

  • Knowledge of workforce scheduling
  • Use of workforce management tools such as Verint, and 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
Skills

  • 2+ years of experience in workforce management
  • Bachelor’s degree - Desirable
  • CEFR B2 English (oral/ written) 


Knowledge


  • English -  B2 - Required
  • Oral and written comprehension
  • Appropriate use of language
  • Excel - Advanced - Required
  • Functions: SUMIF Joint, average, Count, conditioning formulas ( IF, AND, OR )
  • Preparation and presentation of advanced graphics
  • PivotTables
  • Search the data value by: VLOOKUP.
  • Format Cells
  • Advanced Filters
  • Excel and Google sheets advanced knowledge - Required
  • Knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)



Studies & Experience:


  • At least two years of University studies in Systems Engineering or related careers - Desirable
  • 6 months of experience in similar positions - Desirable


What’s in it for you:

  • Private medical and life insurance from day one.

  • Employee Stock Purchase Plan ESPP

  • Budget for professional growth (certifications)

  • Schedule flexibility.

  • Extra bonus based on performance.


Ďalší popis práce

As a Senior Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for the assigned account and oversee the scheduling of a group of accounts when required. 

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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