Our people are at the heart of our culture!

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills!

Career first, company second!

The majority of our directors and managers started their careers as agents or junior positions. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family.

Be part of something great!

How would you like to take a long journey with us as Scheduling Analyst for TELUS International, a global Customer Service Management Company?

Now we are looking for a Scheduling Analyst who has the following criteria and will add strength to our team.

Responsibilities:

• Create shift patterns and plan/schedule necessary staff in accordance to that
• Use client or internal forecast to accommodate operational needs
• Check legal requirements with scheduling and take necessary actions if needed
• Prepare data input for client needs and presentations
• Review forecast accuracy, and make proactive recommendations to minimize variance
• Monitor the volume of contacts at interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real time events that contribute or impact the execution of meeting SLAs

Requirements:

• Bachelor’s degree in relevant faculties
• Minimum 1 year of experience in BPO industry
• Experience in WFM Scheduling Tools is a plus
• Excellent verbal and written skills in English
• Excellent MS Excel skills (such as formula calculation, formatting, pivot charts) and PowerPoint
• Outstanding analytical skills and number affinity
• Proactive and able to take decisions based on real time situations
• Know-how in managing workforce adherence in different lines of business in a multi-skill environment simultaneously
• Good time management and workload prioritization skills
• High degree of flexibility and autonomy
• Open to innovation culture and being self-initiative
• Ability to build strong relationships to at all levels of the organization

We offer:

• Career growing fast-paced recruitment process, which can help to sharpen your skills
• Working environment at international standards
• Working in a well-built and multicultural team, with flat hierarchies and a first-name workplace culture
• Stable job and career development opportunities
• Attractive salary and additional incentives such as Private Health Insurance
• Special benefits for our team members
• Continuous support and learning

About us: TELUS International Turkey is a leading customer experience and digital solutions provider with over 2000 team members in Izmir and Istanbul. We design, build and deliver next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. We have almost 62,000 team members across 25+ countries, providing customer service at its best in more than 50 languages for international and well-known partners. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.