Basic Information

Ref Number


Last day to apply


Primary Location




Job Type

Digital Solutions

Work Style


Description and Requirements

What we’re looking for:

  • 5+ years of experience in workforce management with at least 2+ years of experience in workforce planning, data analytics, business analytics or in a similar role.

  • You are familiar with forecasting techniques and models.

  • You have experience working with Amazon Connect, Avaya, NICE IEX, Calabrio or similar tools.

  • You have experience working with data visualization tools (Microsoft Power BI, Tableau, Looker etc.) and turning complex data into an easy-to-follow story.

  • Strong attention to detail and ability to multitask with excellent communication skills.

  • You are a self-starter who is comfortable working autonomously.

  • Post-secondary education in an Engineering or Business Administration (preference to those who have obtained their degree/diploma).

Some extra skills that would be great:

  • You are familiar with Python, R or any other statistical model scripting language.

  • You are familiar with SQL queries and databases.    

Additional Job Description

In this role, you will:

  • Create and manage daily and interval level forecast models ensuring optimize capacity and staffing models to achieve service level targets.

  • Generate analytical and performance reports to empower support teams in leveraging data for enhancing crucial operational metrics like AHT, Shrinkage and Occupancy.

  • Take ownership of operational and workforce management model modifications, striving for enhanced efficiencies.

  • Perform ad hoc scenario simulations and sensitivity analysis to guarantee the best resource allocation.

  • Manage workforce management tools, ensuring alignment of all inputs with current business requirements.

  • Implement basic data automations to streamline workforce management processes and boost efficiencies.

Language Reference

EEO Statement

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