Basic Information

Ref Number

Req_00079270

Last day to apply

31-Oct-2022

Primary Location

Torre Pradera

Country

Guatemala

Job Type

Support Positions

Work Style

Hybrid

Description and Requirements



WFM, Planning & Analysis, Scheduling Analyst - Guatemala

Last day to apply: Monday, October 31st, 2022 at 11:59PM


 

Main Responsibilities:

 

Optimize agent schedule allocation for lines of business under scope; provide proactive solutions to our internal/external clients based on daily, weekly and monthly analysis. Weekly or ad hoc syncs with Operational leaders to review staffing and provide feedback and suggestions. Monitors trends, attrition, planned shrinkage and flag any changes that may impact resource allocation; enhancement of processes as required. Partially provides real-time support as scheduled; flagging queue level or agent level alerts, providing intraday reports.

 

Requirements:

  • 6 months of experience in a WFM role

  • 6 months of experience in the call center industry

  • Schedule flexibility - Mandatory

 

Skills & Qualifications: 

  • Proactivity and innovation

  • Organized

  • Flexibility/multitasking

  • Ability to work under pressure and meet deadlines

  • High Analytical and statistical skills

  • Attention to details and process oriented

  • Ability to solve problems (Statistics, mathematical logic Skills)

  • Teamwork

  • Results Driven

  • Customer Service Oriented

  • Communication Skills

 

Knowledge:

  • MS Office (Word, PowerPoint, Excel) - Advanced.

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

  • Cisco & Calabrio knowledge - Desired

  • English - B2: - Required.

    • Oral and written comprehension.

    • Appropriate use of language.

  • Knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring) - Required 

  • Data Studio - Desirable

  • Visual Basic - Desirable

  • Call Center Analysis and Reports Creation - Required

Studies & Experience:

  • At least two years of University studies in Systems Engineering, Business Administration,  Logistics or related careers - Desirable 

 

***This job description is subject to changes or updates according to TELUS International business needs***


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.

Additional Job Description


As part of a new Workforce Managed Service program and a team of Scheduling Analysts, this position is mainly in charge of providing agents with a working schedule for our client’s network (internal sites and vendors). Planned and unplanned assumptions are incorporated based on historical trends, as well as analysis of forecasting and scheduling assumptions. At the same time, the position will also support specific real-time functions based on an aligned daily work agenda.