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Scheduling Analyst

За TELUS International Bulgaria TELUS International е иноватор, който създава, изгражда и предоставя следващо поколение дигитални решения на редица световни брандове в областта на обслужването на клиенти. С екип от над 4000 души в София и Пловдив, TELUS International Bulgaria е най-големият работодател в CX (Customer Experience) сектора в България. Общо служителите на глобално ниво наброяват близо 60,000. Компанията предлага възможност за дистанционна работа, гъвкаво работно време и проекти в сферата на бързо развиващите се технологии, видео игри, социални мрежи, финансови услуги и финтех, туризъм и много други. Компанията предлага на служителите си, разположени в три офиса в София и Пловдив, едни от най-модерните и комфортни работни пространства у нас, както и над 40 допълнителни социални придобивки като допълнително здравно осигуряване, безплатна карта за градски транспорт, собствен фитнес, йога, групови тренировки, психолог, масажи, Multisport карти и други. Това са само част от нещата, които ни правят „компанията на щастливите хора“. Обединява ни и философията „да даваме там, където живеем“. Затова всяка година, по време на TELUS Ден на подкрепа, оставяме настрана ежедневните си задължения, дарявайки времето и труда си в подкрепа на тези, които имат нужда. Безплатна немска езикова академия TELUS International Bulgaria e една от първите компании в България, които предлагат напълно безплатна академия за изучаване на немски език. В рамките на 4 седмици, желаещите да подобрят езиковите си умения, могат да се възползват от безплатно обучение, по време на което получават атрактивно възнаграждение. При успешно завършване ги очакват постоянна работа и трудов договор. About TELUS International Bulgaria TELUS International Bulgaria is the largest employer providing digital customer experience solutions and support. With a team of over 4000 people in Sofia and Plovdiv, TELUS International Bulgaria is the biggest employer in the CX (Customer Experience) sector in Bulgaria. The total number of our employees globally is almost 60,000. The company offers the opportunity for remote work, flexible working hours, and projects in the field of rapidly evolving technologies, video games, social networks, financial services and fintech, tourism and hospitality, and much more.TELUS International Bulgaria offers its team members, located in three offices in Sofia and Plovdiv, some of the most modern and comfortable working spaces in Bulgaria, as well as over 40 additional social benefits such as additional health insurance, free public transportation card, own fitness, yoga, group training sessions, psychologist, office massages, Multisport card, and others. These are just some of the things that make us "the feel good company". As a TELUS team member, you can be part of something bigger, participating in our CSR activities which reflect our philosophy to give where we live. During our TELUS Days of Giving we put aside our daily work to contribute to the local communities. Free German language academy TELUS International Bulgaria is one of the first companies in Bulgaria to offer a free German language learning academy. Within 4 weeks, those wishing to improve their language skills can benefit from free training during which they receive attractive remuneration. Upon successful completion, they will receive a job offer and a permanent employment contract.


As a WFM Scheduling Analyst, you will maintain the scheduling information. You will work with the scheduling administrator to ensure data is accurate and useful. This role includes measuring performance, monitoring the effectiveness, maintaining changes, and producing reports based on their analysis.

Responsibilities:


  • Provide agents with a working schedule for the business week, incorporating all client requirements (i.e. retraining and feedback) and forecasting and scheduling assumptions

  • Analyze volume arrival and other relevant patterns by gathering data from WFM tools. Staff the appropriate number of agents at the proper time based on recent / historical call arrival patterns. Address issues or discrepancies with our client's own arrival patterns against the account's actual arrival patterns for the site

  • Monitor trends, attrition, and flag any changes that may improve resource allocation

  • Manage PTO allotments

  • Recommend solutions to scheduling conflicts and special scheduling requests

  • Coordinate with operation point of contacts for activities (i.e. phone, non-phone) that need to be scheduled

  • Provide the program with realistic schedules based on current workforce resources and performance

  • Provide staffing outlooks for the following 4 weeks


Requirements:


  • Minimum 1-year experience in the BPO industry

  • Fluent in English language

  • Knowledge of WFM processes and principles (staffing projections, scheduling, service level analysis, metrics monitoring)

  • Knowledge of call center operations and organizations

  • Establish a course of action for self and others to accomplish a specific goal while using appropriate resources


We offer:


  • Work from Home opportunity

  • Flexible working hours options

  • Stable job and career development opportunities

  • Attractive salary

  • Regular working hours

  • Special Discounts and Offers (Food vouchers, Multisport cards, etc.)

  • Additional health insurance and Transportation allowance

  • Special benefits for our team members (Gym, yoga classes, massages, and corporate psychologist in the office)

  • Positive international working environment (Relax zones, PlayStation and billiard corners)

  • Support and learning

  • Employee referral bonuses and Recognition programs


If this opportunity sounds appealing to you, please send your CV!

*Please note that only shortlisted candidates will be contacted.

About us: TELUS International Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,000 team members. The company provides a broad portfolio of services - designing, building and delivering next-generation digital services, AI solutions, customer experience and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.

За обявата

June 10th, 2022

София

Административни, Офис и Бизнес дейности