Publicat 21 Mai 2019 | Reactualizat 20 Iun 2019 | Expiră 21 Iun 2019

Forecasting and Capacity Planning Analyst

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Candidatul ideal

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 – 22:00, 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

Descrierea jobului

On this role, you would:

-Manage long term forecasts, capacity utilization and all resource planning functions for the programs/accounts assigned
-Be involved in workforce management strategies in order to exceed business and staff satisfaction requirements
-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
-Be responsible for FTEs forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account/ Ops manager and Director)
-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.
-Projects 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

Descrierea companiei

TELUS International Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care 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 CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections. For more information, please visit:

Forecasting and Capacity Planning Analyst  -  TELUS International Europe

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