Forecasting and Capacity Planning Analyst

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Angajator: TELUS International
Domeniu:
  • Controlul calitatii
  • Secretariat - Administrativ
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 19.04.2020
    Remote work: On-site
    Scurta descriere a companiei

    TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

    TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

    Cerinte

    Your profile:

    - Medium level of English
    - +2 years Workforce Management experience within the call center/customer service industry
    - Available for a full time, flexible schedule (depending on priorities), 9:00 22:00, Monday - Friday

    Technical Skills:

    - Working knowledge of I.T. requirements / demands in call center operations
    - Strong working knowledge in MS Excel

    Other Skills:

    - Good time and project management skills
    - Adaptive to changing work schedules and working hours
    - Above average problem-solving, decision-making, and analytical skills


    Responsabilitati

    On this role, you would:

    -Manage long term forecasts, capacity utilization and all resource planning functions for the programs/accounts assigned
    -Be involved in workforce management strategies in order to exceed business and staff satisfaction requirements
    -Provide agent requirements and maximize agent and seat resources for the assigned accounts/programs
    -Ensure that service level targets as well as other program/client targets are met through proper forecasting
    -Be responsible for FTEs forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account/ Ops manager and Director)
    -Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources.
    -Projects seating requirements per program based on current manpower and upcoming/existing business needs
    -Provide program oversight and takes appropriate action to meet KPIs goals and maximize efficiency

    Alte informatii

    We offer:

    - Stable job - permanent labor contracts
    - Monthly meal tickets
    - International career - paid training and international career opportunities
    - Multilingual exposure - improve your spoken and written language skills
    - Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
    - Community projects want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
    - Private medical insurance coverage we work with one of the best suppliers, Medlife Medical Center where you will benefit from a Professional Package
    - Special discounts across variety of Banks, Telecoms, Gym Fitness centers and more

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