Workforce Management Scheduler

Employment Type

: Full-Time


: Accounting

Position Overview:

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)

  • Team player

  • 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 Values:

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.

Job Requirements:
  • Understand employee work schedules while scheduling
  • Answering phone calls and scheduling patient appointments
  • Execute minor scheduling projects related to the scheduling process
  • Lead meetings on production scheduling
  • Oversee all production planning/scheduling activities
  • Accommodate the scheduling needs of existing patients, including scheduling future appointments and addressing schedule changes
  • Performing patient-centered scheduling duties, utilizing the scheduling system
  • Print the daily production schedule
  • Develop master scheduling business process
  • Making and scheduling future patient appointments
  • Scheduled medical appointments or other scheduling commitments
  • Revise schedules and issue schedule changes
  • Oversee the daily production build scheduling
  • Create daily/weekly/monthly schedule
  • Providing exceptional customer service to patients while scheduling appointments
  • Distribute weekly/daily production schedules
  • Prepare daily and weekly production schedule Coordinates production schedules
  • Prioritize jobs on the production schedule
  • Reschedule appointments according to physician schedule changes
  • Maintain full schedules and maintain office schedule flow

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