WFM Scheduler (N. Charleston, SC)
Telus International Diversit

Description and Requirements

Position Overview:

The Workforce Scheduler 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
• Analyze volume arrival and other pertinent patterns by gathering data from WFM tools
• Staff the appropriate number of agents at the proper time based on 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 monitor trends, attrition, and flag any changes that may impact resource allocation
• Recommend solutions to scheduling conflicts and / or special scheduling requests
• Coordinate in advance with operation POC's for activities (i.e. phone, non-phone) that need to be scheduled
• Provide the program with realistic schedules based on current manpower, resources, client requests, and performance
• Provide staffing outlooks for 6 week view
• Provide Operations staffing reports for campaigns
• Work 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 with Google Workspace or Microsoft Office applications
• 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
• Ability to work with minimal supervision
• Time and project management skills
• High school diploma or equivalent

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.

Additional Job Description

The Workforce Scheduler position assists with the scheduling process and schedules updates in our scheduling tools.

This job has expired.