Scheduler Analyst

Scheduler Analyst

Description

Position overview

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 trend and other inputs provided by internal and external sources.

Key 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

Core competencies

Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies

N/A no people management accountabilities

Functional competencies

• Knowledge of workforce scheduling
• Use of workforce management tools such as Verint, NICE IEX or others
• Intermediate use of Excel, Google Sheets and Data Studio
• Solid understanding of labor laws and regulations impacting scheduling
• Analytical and complex problem solving skills
• Ability to solve problems, analyzing possible solutions using precedents, technical experience and judgement

Qualifications

• 2 years of experience in workforce management
• Bachelor's degree or equivalent
• CEFR B1-B2 English (oral/ written)

Primary Skillet

The ideal candidate for this role needs a strong combination of technical and analytical skills, with a focus on proactive planning and organization.

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.

Key Factors & Considerations for Recruiter

Excel/Google Sheets Skills: This is a non-negotiable. Administer a practical test or ask for a detailed explanation of their experience with advanced functions like pivot tables, VLOOKUPs, and data manipulation.

Attention to detail: Scheduling errors can be very costly. Look for candidates who have a systematic approach to their work and a track record of high accuracy.

Organizational skills: Ask how they manage a high volume of schedule requests, changes, and conflicts. The ideal candidate will have a clear, organized process for handling these.

Compliance knowledge: Probe their understanding of labor laws related to scheduling (e.g., break times, overtime rules). A lack of knowledge here could pose a legal risk to the company.

Experience: The 2 years of WFM experience is a solid baseline, but prioritize candidates with direct scheduling experience. It shows they've already dealt with the common challenges of the role.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Internal Transfer Eligibility Requirements:

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Meet all requirements listed on the Job Description
• Have been in their current role for a minimum of 6 months
• Have no active Hint 2 or 3 corrective actions
• Be meeting or exceeding performance requirements consistently over the last 6 months

#LI-DNI

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 iXTM, 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.