Opportunity For WFM Scheduler ( Remote ) For Noida location
- TELUS Digital
- 4 - 9 years
- Noida, Gurugram
- 3 days ago
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Job Description
Senior Workforce Management Associates are responsible for the creation and
maintenance of employee schedules, as well as assisting in floor management to ensure
service level targets are met in the Care Access Centres (CAC). This role involves a mix of
both short-term and long-term forecasting using historical trends to predict the future needs of
CAC
Real-Time Monitoring (50%)
Monitor the Real-Time operation of the call queues and service levels;
Take action to maximize scheduling adherence;
Assist with managing the phone staffing.
Schedule creation and maintenance (50%)
Help create and maintain monthly schedules for all of call centre agents;
Schedule all staff training;
Help the supervisors to choose the best times, and schedule product knowledge tests,
coaching, create all consistent meeting schedules for any departmental requests.
Create the New Hire transition schedules. Create all last-minute meeting requests, for
example senior management visits, company changes debriefing, with as little as one
hour turnaround;
Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff
members (including supporting the supervisors/helpdesk);
Succeeding as a Workforce Management Associate will require the following core
qualifications and skills
5+ years of experience in workforce management experience in a call centre
environment;
Post-secondary education (strong preference for those that have obtained their
degree/diploma) in a Business Management or Administrative field.
Additional call centre experience a strong asset;
Strong analytical skills and demonstrated experience with both short-term and long-
term forecasting;
Strong attention to detail and ability to multitask with excellent communication skills;
High level of proficiency in Microsoft Excel using Pivot Tables, V Lookup, H Lookup,
and basic macros
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations - OtherEmployement Type: Full timeContact Details:
Company: TELUS DigitalLocation(s): Noida, Gurugram
Keyskills: Excel Workforce Management Scheduler Reporting Tools Avaya Amazon Redshift WFM
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