Basic Information

Ref number

Req_00077564

Last day to apply

30-Apr-2022

Primary Location

Merliot

Description and Requirements

***Applicants should be available and willing to work on-site and/or from home depending on business needs***


WFM, Planning & Analysis General Analyst III (Global Scheduling & Forecasting Analyst)- TIES.

 

About the role

The Scheduling & Forecasting Analyst is in charge of the proper allocation of resources for different lines of businesses and/or regions, based on historical trends, and inputs provided. Develop a trusted relationship and become a strategic advisor for our internal and external clients.


Responsibilities:
Create and optimize staffing lines with the purpose of improving resources productivity and revenue efficiency, management of daily and weekly productive hours, provide proactive solutions to our internal/external clients based on daily, weekly and monthly analysis, weekly syncs with Operations and/or Clients to review staffing and provide feedback and suggestions. Allocation of planned shrinkage (coaching, training, feedback, breaks, team huddles), creation and optimization of processes and perform maintenance to Planning and Scheduling Tools/Software.

 

Skills & Requirements:

  • Minimum of 6 months of proven experience in WFM Roles

  • Schedule flexibility.

  • Proactive and Innovative.

  • Work Under Pressure.

  • Teamwork.

  • Results Driven.

  • Customer Service Oriented.

  • Process Oriented.

  • Multitasking.
     

Knowledge:

  • English B2: 

• Oral and written comprehension

• Appropriate use of the English language

  • MS Office (Word, PowerPoint) - Advanced.

  • Google Apps (Spreadsheet, Sites, etc.) - Advanced.

  • Planning and Scheduling Software (IEX, Verint or Injixo) - Advanced.

  • BPO Center Software (CMS, CISCO, etc.).

  • BPO Knowledge.

  • Visual Basic - Desirable.

 

Studies & Experience:

  • Completed university studies in careers related to: Engineering, business administration, or logistics - Desirable

  • Specialty in Logistics, statistics, business administration - Desirable

  • Previous experience in Scheduling and Forecasting Tools (IEX, Verint, Impact 360 or Injixo).

  • Call Center Analysis and Reports Creation - Required

 


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.

Additional Job Description

The Scheduling & Forecasting Analyst is in charge of the proper allocation of resources for different lines of businesses and/or regions, based on historical trends, and inputs provided. Develop a trusted relationship and become a strategic advisor for our internal and external clients.

Required Language(s)
English