TELUS International
Location
Essen | Germany
Job description
Do you keep a cool head when multiple inquiries arrive simultaneously and have good time management skills?
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 benefits:
Career Advancement in a Growing International Company: Explore advanced career opportunities in our rapidly expanding international company.
Modern Workspace in the Heart of Essen: Immerse yourself in a fantastic office with contemporary workspaces in Essen's city center.
Flexibility: Hybrid working model, hardware is provided by us.
Collaboration in a Dynamic and Multicultural Team: Join a vibrant, multicultural team with open communication and a flat hierarchy.
Employee Referral Bonus Programs: Benefit from attractive employee referral bonus programs for bringing in top talent.
Positive International Work Environment: Thrive in a positive, collaborative international work culture that values diversity.
Intriguing and Diverse Responsibilities: Experience engaging and diverse responsibilities, contributing to exciting projects.
Relaxation and Recreation Spaces: Unwind in our Fun Floor with games and participate in wellness activities like yoga.
Wellness and Perks: Enjoy office perks, including regular fruit deliveries, and a comfortable work atmosphere.
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 employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
Your profile:
Experience: At least 2 years of experience in the BPO industry and/or 1 year specifically in workforce management
Communication Skills: Excellent oral and written communication skills, specifically minimum B2 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.
We will need these documents:
Cover letter, that explains your motivation and expectations for your new role
Extended Curriculum Vitae
Join our team and apply now!
Our recruiting team will gladly answer all your questions at +49 201 2587 0006. We are looking forward to your informative application. We have digitized our recruiting process and are now offering virtual job interviews to all applicants.
Equal Opportunity Employer At TELUS International, 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 applicants’ qualifications, merits, competence, and performance without regard to any characteristic related to diversity.
Applicants with special needs will be given preferential consideration if they are equally qualified.
About us: Since founded in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS International. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.
#LI-DNI
Additional Job Description
Do you keep a cool head when multiple inquiries arrive simultaneously and have good time management skills? Do you enjoy working at TELUS and are you looking for a new challenge?
Language Reference
English
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
Job tags
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