Forecasting and Capacity Planning Analyst

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Angajator: TELUS International
Domeniu:
  • Customer support - Client service
  • IT Software
  • Telecomunicatii
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
    Orase:
  • BUCURESTI
  • Actualizat la: 07.01.2018
    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 – 01:00, 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 will:

    - Produce long term resource planning for enterprise and frontline agent and seat resources
    - Quantify agent requirements starting from the bidding stage to the end of life on an account
    - Manages long term forecasts, capacity utilization and all resource planning functions for the programs/accounts assigned
    - 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
    - FTEs forecasting in order to meet targets based on call/back-office volume projections
    - 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
    - Project 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

    TELUS International Europe is a leading European provider of multilingual contact center and business process outsourcing solutions and a proud member of the TELUS International family. TELUS International is a global business process outsourcing company with almost 16,000 employees around the world, including in Canada, the United States, Europe, Latin America, the Philippines, and the United Kingdom.

    With over 150 million customer interactions annually via voice, email, chat and social media, across the telecommunications, utilities, finance, retail, and high-tech industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first.As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with €8.4 billion (CAD $11 billion) in annual revenue and 13.2 million customer connections.

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