Publicat 25 Sep 2019 | Reactualizat 25 Oct 2019 | Expiră 26 Oct 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 focuses on human connection and innovation to deliver exceptional customer service and next-gen IT consulting that wow clients and delight their customers. More than 30,000 employees around the world, from locations across North and Central America, Europe and Asia, enable over 200 million customer interactions annually via voice, email, chat and social media, across fast-growing tech, financial services and fintech, gaming, travel and hospitality, and healthcare industries.

TELUS International enables customer service delivery innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. The company serves clients in over 35 languages. TELUS holds a 65% interest in TELUS International with Baring Private Equity Asia holding the remaining 35%.

Forecasting and Capacity Planning Analyst  -  TELUS International Europe

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