Scheduler Analyst

Description and Requirements

Position overview

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trend and other inputs provided by internal and external sources.

• Manage and control pools and resources (inflow, exits, absence, sills, clients)

• Analyze volumen arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns

• Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns

• Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count

• Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions

• Monitor trends and attrition, flagging any changes that may impact resource allocation

• Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances

• Giving support, focusing on customers, embracing technology, managing self-development

• N/A no people management accountabilities

• Knowledge of workforce scheduling

• Use of workforce management tools such as Verint, NICE IEX or others

• Intermediate use of Excel, Google Sheets and Data Studio

• Solid understanding of labor laws and regulations impacting scheduling

• Analytical and complex problem solving skills

• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

• 2 years of experience in workforce management

• Bachelor’s degree or equivalent

• CEFR B1-B2 English (oral/ written)

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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.