***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 Analyst) - TICA

About the role

As part of a global workforce ‘elite team’ with experience in end-to-end workforce functions, this position will have 2 sequential roles. The 1st segment will be temporarily supporting improvement projects for operational programs across the globe. Participating in discovery sessions, assessments, and recommendations; helping implement scheduling best practices.

The last segment will be to permanently join a workforce-managed service program. As our services continue to expand, this is a great opportunity to learn & execute workforce practices on behalf of our clients for their complete vendor network and internal sites.

Responsibilities:

Drive and/or execute scheduling optimization best practices through standard processes such as production schedule creation, delivery of weekly staffing outlooks, providing staffing recommendations to reduce gaps or surpluses, manage scheduling sub-processes (ie planned shrinkage) 

Skills & Requirements:

• Minimum of 1 year as Scheduling Analyst within WFM Department

• Schedule flexibility.

• Proactive and Innovative.

• Work Under Pressure.

• Teamwork.

• Results Driven.

• Customer Service Oriented.

• Process Oriented.

• Multitasking.
   

Knowledge:

• English B2: Oral and written English comprehension

• Communication skills: oral and written communication skills with the ability to explain complex technical concepts to non-experts

• MS Office (Word, PowerPoint) - Advanced.

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

• Multiple scheduling platforms such as IEX, Verint, Aspect - Desirable.

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

• BPO Knowledge.

Studies & Experience:

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

• Specialty in Logistics, statistics, business administration - Desirable

• 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