This position assists with the scheduling process and schedules updates in our scheduling tools. The role also includes collecting, evaluating, and preparing reports and/or other scheduling analysis data for Operations and Human Resources.
Specific Responsibilities May Include:
Provide agents with a working schedule for the business week, incorporating all client requirements (i.e. up-training, coaching, and feedback) as well as forecasting and scheduling assumptions
Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools
Staff the appropriate number of agents at the proper time-based TELUS client's line adherence metrics.
Address issues or discrepancies with the client’s own call arrival patterns against the account’s actual arrival patterns for the site
Regularly monitors trends, attrition, and flag any changes that may impact resource allocation
Recommends solutions to scheduling conflicts and/or special scheduling requests
Coordinates in advance with operation POC’s for activities (i.e. phone, non-phone) that need to be scheduled
Provides the program with realistic schedules based on current manpower, resources, client requests, and performance
Provides staffing outlooks for 6-week view
Provides Operations staffing reports for campaigns
Works with the training department to coordinate up-training, new hire class training and nesting times, and any other activities that need to be scheduled
Required Experience, Skills & Competencies:
Minimum 1-year workforce management experience in a call center environment
Excellent decision making and analytical skills
Excellent oral and written communication skills
Proficiency in Microsoft Excel, Word, and PowerPoint.
Demonstrates the ability to respond quickly to problems
Proven ability to create relationships with leadership and others to effectively problem solve and develop solutions for staffing challenges
Knowledge of workforce management processes and concepts
Working knowledge of call center operations
Proficiency with call center specific software and applications (Verint, CMS, Blue Pumpkin, IEX)
Works with minimal supervision
Time and project management skills
Preferred Experience, Skills & Competencies:
Associate Degree or equivalent work experience
2 years call center experience
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We embrace change and initiate opportunity
We have a passion for growth
We believe in spirited teamwork
We have the courage to innovate
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
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