Basic Information

Ref Number


Primary Location

Vertis North



Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

Functional Responsibilities
1. Ensures that appropriate Operations schedules are designed, implemented, and released on
time. Analyzes historical call arrival patterns, AHT performance, and all shrinkage factors (i.e.
absenteeism, attrition, training) and considers these in the scheduling of Operations personnel.
Ensures that enough FTEs are deployed every interval to hit service metrics for the accounts.
2. Forecasts FTE requirements per week / month. Analyzes call volume projections, service metrics
targets versus current performance trends on AHT, absenteeism, attrition, occupancy, and
service level performance. Ensures that there are enough FTEs to address projected locked call
volumes by being able to hire, train and deploy agents on time.
3. Projects seating requirements per program based on current manpower and upcoming / existing
business needs. Utilizes a designed capacity template and validates seating projections using
current maximum manpower deployment based on schedules. Ensures that Operations
personnel have available seats during their shifts.
4. Monitors Command Center performance through real-time monitoring and coaching of Command
Center Coordinators and close coordination with the Command Center Supervisor. Ensures that
each Command Center associate is aware of their responsibilities and the real-time impact of
their decisions.
5. Coordinates with all internal departments / functions on Workforce findings that need immediate
addressing (i.e. hiring needs per account, start and live dates of trainees, system downtimes and
troubleshooting, number of seats for expansion).

Additional Job Description

Ensures that service level targets are met across all accounts through proper scheduling of Call Center
Operations personnel of the company. Responsible for FTE forecasting in order to meet targets based
on call volume projections, subsequently coordinating the established targets to Human Resources and
Training. Analyzes and plans for proper seating requirements based on call volume and current existing
manpower. Ensures that the Command Center and its Coordinators are fully aware of performance
expectations of the accounts (i.e. entering schedule exceptions, responding to system downtime,
monitoring service level performance). Prepares and submits reports for both internal and external clients
with emphasis on accuracy and timeliness.

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.