Basic Information
Ref Number
Req_00152155
Last day to apply
23-4月-2025
Primary Location
BG - Sofia - TELUS Tower
Country
Bulgaria
Description and Requirements
Are you ready to take the next step in your career and achieve your next challenge?
If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!
If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!
Responsibilities:
- 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.
- Maintaining and updating employee’s skills, special scheduling agreements, vacation entitlements, and contractual information within the scheduling systems database.
- Analyzes volume arrival and provide staffing outlook based on recent and historical call arrival patterns
- Addresses issues or discrepancies between the Client’s own arrival patterns and the account’s actual arrival patterns for the site.
- Recommends solutions to scheduling conflicts and/or special scheduling requests.
- Regularly monitors trends, and attrition and flags any changes that may impact resource allocation.
- Provides weekly staffing outlooks for the following 4 weeks.
Requirements:
- 1 year of experience in workforce management
- Excellent oral and written communication skills, especially in English (min. B2)
- Familiarity with workforce management processes, including staffing projections, scheduling, and metrics monitoring is preferred
- Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
- Knowledge of workforce management and scheduling is preferred
- Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
- Experience with Verint, knowledge of local country labor laws and regulations, and/or WFM processes will be considered an advantage.
Our Benefits:
- Stable job and career development opportunities
- Attractive salary
- Additional health insurance
- 50+ benefits and services to choose from
- Positive international working environment
- Support and learning
- Employee referral bonuses
We care about the well–being of our employees, invest in their future growth, encourage fun and team building projects!
It sounds like the perfect job for you? APPLY NOW!
About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.
Additional Job Description
Are you ready to take the next step in your career and achieve your next challenge? TELUS Digital Bulgaria is looking for you!
| 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.
