WFM Scheduling Analyst

Deine Aufgaben

• Provide agents with a working schedule for the calendar month, incorporating all client requirements (i.e. retraining, coaching and feedback) as well as forecasting and scheduling assumptions;
• Strictly monitor on a daily basis the billable hours requirements and adjust real-time to maintain within the threshold. Suggest amendments and execute them in a fast-paced environment;
• Analyze volume arrival and other pertinent 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 the client’s own arrival patterns against the account’s actual arrival patterns for the site;
• Regularly monitor trends, attrition and flag any changes that may impact resource allocation;
• Manage PTO allotments;
• Recommend solutions to scheduling conflicts and/ or special scheduling requests;
• Coordinate with operation POC’s for activities (i.e. phone, non-live channel) that need to be scheduled;
• Provide the program with realistic schedules based on current manpower resources and performance;
• Provide staffing outlooks (over/ unders) for the entire calendar year.

Dein Profil

• Fluent command of both spoken and written English;
• Knowledge of WFM processes, concepts and principles will be considered an advantage (staffing projections, scheduling, service level analysis, metrics monitoring);
• Knowledge of call center operations and organizations will be considered an advantage;
• Proficiency with Google Sheets;
• Ability to multitask, adapt to change and achieve results with accuracy and precision;
• Ability to establish course of action for self and others to accomplish a specific goal while using appropriate resources;
• Ability to work under minimal supervision;
• Problem-solving, Decision-making and Analytical skills.

Vergütung & Benefits

We care about the well-being of our employees, invest in their future growth, and encourage fun and team-building projects!

Über den Arbeitgeber

TELUSDigital Bulgaria islookingforadetail-orientedandproactiveWFMSchedulingAnalysttojoinourWorkforceManagementteam.Inthisrole,youwillplayakeypartinensuringoptimalstaffingandscheduleaccuracybydeveloping,monitoring,andadjustingagentschedulesinalignmentwithoperationalneedsandclientrequirements.

TELUS Digital Bulgaria is the largest employer in the CX (Customer Experience) industry in the country with over 4,500 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 procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Bewerbungsprozess

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.