Workforce Management Lead

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Angajator: TELUS International
Domeniu:
  • Controlul calitatii
  • Management - Consultanta
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 10.05.2017
    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

    Technical Skills:

    - Previous experience as a Workforce analyst or manager
    - Working knowledge of I.T. requirements / demands in call center operations
    - Strong working knowledge in MS Excel
    - Working knowledge in database administration such as MS SQL is a plus

    Other Skills:

    - forecasting, analyzing and scheduling
    - Good time and project management skills
    - Excellent oral and written communication skills
    - Fluency in the English language
    - Adaptive to changing work schedules and working hours
    - Above average problem-solving, decision-making, and analytical skills
    - Availability to work on day-time or afternoon shifts (when needed), Monday to Friday

    Responsabilitati

    -Calculating FTE requirements based on the work volume, volume patterns, hours of operation, shrinkage, occupancy, average speed of answer, average handling time and service level
    -Analyze and report historical data and trends and develop forecast models
    -Generate long-term and short-term forecasts
    -Implementation and administration of TELEOPTI
    -Administration of WFM software (IEX, eWFM, Bluepumpkin) and ACD reporting (Avaya Supervisor)
    -Track, analyze and report center and agent performance with reports from WFM software and ACD
    -Manage employee information changes and scheduling process
    -Manage proactive approval and denial of discretionary activities; such as vacations, trainings, meetings
    -Administration of intraday schedule changes
    -Lead weekly and daily staffing review meetings with operations management, detailing previous and current week’s performance and forecasted performance of remainder of current week and next week, while also identifying risks

    Alte informatii

    What we offer:

    Stable job - we offer permanent labor contracts
    International career - we offer regular training and international career opportunities
    Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
    Community projects – we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!

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