Description
Summary of the role:
As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.
List Of Functional Responsibilities:
- Manage and control pools and resources (inflow, exits, absence, sills, clients)
- Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client's arrival patterns and the account's arrival patterns
- Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
- Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
- Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
- Monitor trends and attrition, flagging any changes that may impact resource allocation
- Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances.
Certification/s Required:
Thomas PPA (Behavioral):
- The match is scored from 1 to 5 stars.
- A minimum of 3 stars is generally considered acceptable.
- Operations defines the exact fit % threshold for each role.
Thomas GIA (Cognitive):
- Scores compared against ideal percentile ranges for the role.
- Gaps are reviewed to determine if they are critical or trainable.
Technical/Niche Skillset Required:
- Workforce scheduling expertise: A deep understanding of workforce management (WFM) principles, specifically related to creating and managing schedules. The candidate should be able to translate capacity plans into realistic, activity-based schedules that meet service level goals.
- Analytical and data skills: The ability to analyze historical trends, volume arrival patterns, and attrition data is crucial. They must be proficient in using tools like excel/google sheets, and data studio to manage resources and identify discrepancies.
- Proficiency with WFM tools: Hands-on experience with specific WFM software such as Verint or Nice IEX is a key requirement.
- Knowledge of labor laws: A solid understanding of labor laws and regulations that impact scheduling is necessary to ensure compliance and create fair schedules.
- Planning and foresight: The candidate must be able to plan ahead, providing staffing outlooks for several weeks in advance and monitoring trends that could impact resource allocation.
- Problem-solving and adaptability: The ability to manage changes in schedules due to requests, conflicts, or unexpected circumstances is essential. This requires strong problem-solving skills and the ability to adapt plans quickly.
List Of Soft Skills Required:
- Advanced analytical and forecasting skills: A deep understanding of complex contact center metrics and how they interrelate is crucial. The candidate must be able to not only monitor but also actively adjust schedules, call routing, and skill assignments based on real-time data and volume forecasts. This goes beyond basic monitoring and requires a strategic approach to maintaining service levels.
- Workforce Management (WFM) expertise: A thorough knowledge of WFM concepts like service level management, line adherence, re-forecasting, and re-scheduling is essential. The candidate must be able to use this knowledge to make informed decisions that impact the entire operation.
- Coaching and mentoring abilities: A key distinction of this senior role is the responsibility to provide feedback and guidance to other real time analysts. The candidate needs to be able to identify areas for improvement in their team and support their professional development.
- Proactive problem solving and strategic insight: Instead of just reacting to issues, the Senior Real Time analyst (Traffic) is expected to identify areas of improvement and provide actionable insights to leaders. This involves a strategic mindset and the ability to contribute to real-time projects and initiatives.
- Communication and influencing skills: They must be able to communicate complex intraday challenges and strategic insights to operations leaders. This role requires influencing decisions and supporting the execution of new initiatives. The ability to clearly articulate findings and recommendations is paramount.
Minimum Requirements For Internal Applicants:
- Should be a regular TELUS Digital Philippines team member
- Should not have any form of disciplinary action in the past 6 months
- Passing scorecard:
- Should have an average 6 months scorecard of ACHIEVING (3.00) for promotion or change in job scope.
- Should have an average of 6 months scorecard of DEVELOPING (2.00) for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
- Should be certified in Explore/Leadership@TELUS Digital to apply for an Officer - People leader role.
- Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.
Important Reminders:
- All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday
- All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
- The Talent Acquisition (TA) team can only process your application once it has been fully approved.
For inquiries, email us at ta_[email protected].
For more internal opportunities, visit workday careers here.
To know more about our internal application process in PH, click here.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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