What are the responsibilities and job description for the Scheduler Analyst position at TELUS Digital?
Description
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.
Key responsibilities
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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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.
Key responsibilities
- 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)
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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