WFM Scheduler Analyst - TELUS Guatemala

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 trends and other inputs provided by internal and external sources.
Key responsibilities:
Manage and control pools and resources (inflow, exits, absence, skills, clients)Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patternsProvide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patternsExecute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member countCreate activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptionsMonitor trends and attrition, flagging any changes that may impact resource allocationManage changes in schedules due to requests, scheduling conflicts or unexpected circumstancesDevelop accurate staffing projections to validate workforce requirements, proactively designing action plans that drive continuous improvement and anticipate future business needs

Mandatory Requirements:
Schedule flexibility Able to work on-site
Core competencies:
Giving supportFocusing on customersEmbracing technologyManaging self-development
Functional competencies:
Knowledge of workforce schedulingUse of workforce management tools such as Verint, NICE IEX or othersAdvanced use of Excel, Google Sheets and Data StudioSolid understanding of labor laws and regulations impacting scheduling Analytical and complex problem solving skills
Qualifications:
1 year of experience in workforce managementBachelor’s degree or equivalentCEFR B1-B2 English (oral/ written)