Forecasting and Capacity Planning Analyst

TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com

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.

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

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

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.