Workforce Scheduling Analyst

Connect with a cool career at TELUS.

TELUS International Philippines brings extensive experience in building the world-class, global outsourcing solutions to leading North American clients. Now with a growing list of Fortune 500 clients and close to 8000 team members.


TELUS International has become a leading provider of contact center and IT services to clients in the utilities, IT, telecom, consumer electronics and financial services industries. TELUS has invested heavily in technology and human resources. We employ cutting-edge technology via a fully redundunt, fully fiber-optical network. Our screening and training processes identify and develop agents with an exceptional customer-centric focus. Our team members are dynamic and are capable of resolving customer inquiries in a quick and efficient manner. All this underpins TELUS' commitment to clients: superior service quality and cost-effective delivery.

TELUS is a great place to work. We appreciate your energy, drive and enthusiasm every bit as much as we appreciate your talent and skills. TELUS International brings extensive experience in building world-class, global outsourcing solutions for leading North American clients. Now with a growing list of Fortune 500 clients and close to 11,000 employees, TELUS International has become a leading provider of contact center and IT services to clients in the utilities, IT, telecom, consumer electronics and financial services industries.

Workforce Scheduling Analyst
RESPONSIBILITIES:

*

Generate schedules for the assigned Operations programs / accounts, ensuring adherence to service goals and Client requirements. Updates the employee database of assigned programs / accounts. Liaises with Program Coordinators and Team Captains for all Operations activities (i.e. phone, non-phone) that require scheduling. Analyzes all actual call arrival and AHT patterns and maintains relevant data used for forecasting and scheduling.



REQUIREMENTS:

* Candidate must possess at least a Bachelor's/College Degree , any field.
* At least one (1) year Workforce Management experience within the call center / customer service industry.
* Basic knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred
* Basic knowledge of workforce management processes, concepts and principles
* Prior knowledge of client specifics preferred.
* Working knowledge of call center operations and organization.

recruitment@telusinternational.com.ph www.telusinternational.com.ph +63.2638.9440