Basic Information

Ref Number


Primary Location

Gdansk Digital

Additional Locations




Job Type

Support Positions

Work Style


Description and Requirements

The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis.

This position is for Barcelona and Essen locations

Your tasks:

  • 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.
  • Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
  • Providing Staffing Outlooks: Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
  • Scheduling system maintenance: Maintaining and updating employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.

Your profile:

  • Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management

  • Communication Skills: Excellent oral and written communication skills, specifically minimum B2 English level

  • Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred

  • Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)

  • Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred 

  • Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

We offer:

  • Private medical healthcare

  • Medicover Sport card

  • Co - financing of online courses on three different platforms

  • Great office with modern workplaces in Olivia Center

  • Internal training and further education possibilities via our campus

  • Advancement opportunities in our international company

  • Highly motivated and dedicated team with flat hierarchies

Join our team and apply now!

We conduct online interviews for all candidates.
*Please not that only shortlisted candidates will be contacted.

About us: TELUS International is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.


Additional Job Description

This position is for Barcelona and Essen locations from Poland.

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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