121+ Applicants
Posted: 1 month ago
2-4 years
Gandhinagar, Maharashtra
work from office
Posted: 1 month ago
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Applicants: 121+
Job Description
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Job Description
Position Summary
The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis
Your tasks:
Cover letter, that explains your motivation and expectations for your new role
Extended Curriculum Vitae
The Scheduling Analyst supports operations by generating schedules for the assigned programs / campaigns while ensuring adherence to service goals and client requirements. In addition to managing the scheduling process, Scheduling Analysts support the Event Planning and Time-off Management Process for operations while providing efficiency and opportunity cost analysis
Your tasks:
- Creating Comprehensive Schedules: Incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
- Resolving Scheduling Conflicts: Recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients.
- Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
- Providing Staffing Outlooks: Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
- Scheduling system maintenance: Maintaining and updating employees skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
- Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management
- Communication Skills: Excellent oral and written communication skills, specifically minimum C1 English level
- Understanding of WFM: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred
- Proficiency in Tools: Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
- Knowledge of Labor Laws: Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
- Decision-making Skills: Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.
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Cover letter, that explains your motivation and expectations for your new role
Extended Curriculum Vitae
Skills
Problem-solving SkillsSchedulingStaffingWorkforce ManagementIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
TELUS International is a leading digital customer experience innovator that designs, builds, and delivers next-generation solutions for global brands. We combine advanced technology with a team of highly skilled, passionate people to deliver exceptional experiences that shape the future of customer engagement.
Important dates & deadlines?
Application Deadline
09 May 26, 05:06 PM IST
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