Basic Information
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Description and Requirements
Responsibilities:
- Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources
- Ensure that service level targets, and other program/client targets, are met through proper forecasting of workload
- Validate client forecasts and requirements for trends and compliance with contractual agreements
- Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency
- Manage FTE forecasting to meet targets based on call volume, or back-office volume projections subsequently coordinating the established targets to Operations (Account/ Ops manager and Director)
- FTE conversion for the different weekly working hours within the different sites/geographies
- Projects seating requirements per program based on current workforce and upcoming/existing business needs
- Work with Strategy COE to support the Global Seat Planning process with the goal of maximizing agent to seat ratios
- Manage long-term forecasts and capacity use, costs, and all resource planning functions for designated programs/accounts of the company, ensuring that all workforce management strategies are met
- Maintain capacity planning files and documents according to standard operating procedures and quality expectations
- Contribute to the creation or improvement of processes, and workflows to reduce cycle times, improve error rates, and increase added value
- Degree in Statistics / Mathematics
- Produce simulations of resource maximization, operations transitions within sites/geographies
- Provide recommendations on how to improve the account's resources
- Keep a record of meeting KPIs and no disciplinary processes
- Fluency in English
- Knowledge of WFM processes and principles (staffing projections, scheduling, service level analysis, metrics monitoring) will be considered as an advantage
- Knowledge of call center-specific software and applications (i.e. Verint; CMS ) would be considered an advantage
- Evaluate information gathered from multiple sources, reconcile conflicts and draw conclusions
We Offer:
• Fully paid training
• 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 initiatives!
Does it sound like the perfect job for you? APPLY NOW!
About us: TELUS International 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.
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| Required Language(s) |
|---|
| English |