The WFM Scheduling Analyst currently serves under the direction of the WFM Team Lead and collaborates with the local WFM and Operations teams.

Responsibilities:

• 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/under) for the entire calendar year

Required Experience, Skills & Competencies:

• Minimum 1 year experience in the BPO industry
• Fluent command of both spoken and written English
• Knowledge of WFM processes, concepts and principles (staffing projections, scheduling, service level analysis, metrics monitoring)
• Knowledge of call center operations and organizations
• Proficiency with MS Office applications (i.e. MS Word, Excel)
• 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

Preferred Experience, Skills & Competencies:

• 1+ year in a scheduling role
• Previous experience with Google Sheets and Verint
• Experience with databases (SQL, Access)
• Associate Degree or some college

We offer:

• Fully paid training
• Stable job and career development opportunities
• Attractive salary
• Additional health insurance
• 50+ benefits and services to choose from
• Positive international working environment
• Support and learning
• Employee referral bonuses

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

Does it sound like the perfect job for you? Apply now!

About us: TELUS Digital 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 4,200 teams 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.