WFM Specialist (m/f/d)


You want to take on more responsibilities and develop your career here at TELUS?
We are currently looking for support as WFM Specialist (m/f/d)



Ref Number Req_00088100


  • Provides Agent with a schedule for the working period, incorporating all client requirements as well as forecasted requirements and scheduling preferences

  • Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools

  • Staff the appropriate number of agent at the proper time based on recent / historical call arrival patterns.

  • Addresses issues or discrepancies with the Client’s own arrival patterns against the account’s actual arrival patterns for the site

  • Regularly monitors trends, attrition and flags any changes that may impact resource allocation

  • Recommends solutions to scheduling conflicts and / or special scheduling requests

  • Coordinates with operation POC’s for activities (i.e. phone, non-phone) that need to be scheduled

  • Provides the program with realistic schedules based on current manpower resources and performance.

  • Interacts with Operations: Provide staffing reports for the program. Give recommendations on how to maximize staffing. Provide analysis on staffing coverage and manpower allocation

  • Interacts with other WFM Teams Feedback is required from the main POC of workforce from the account regarding, schedule movements, staffing outlook, attrition and new hires

We expect

  • Education: Bachelor’s Degree in any field (OR) an additional two (2) years of Workforce Management experience

  • Certification: Forecasting and Scheduling Tool Verint, F&S or IEX preferred

  • Understanding of workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)

  • Above average knowledge on MS Office Applications (i.e. MS Word, Excel) as well as call center specific software and applications (i.e. Verint & CMS)

  • Strong understanding of local country labor laws and regulations

  • Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.

  • Ability to multi-task, adapt to change, and achieve results with accuracy and precision.

  • Excellent oral and written communication skills, Fluency in the English language

  • Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure

  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment.

We need

  • Cover letter, that explains your motivation and expectations for your new role

  • Extended Curriculum Vitae  

  • Proof (certificates and references)


TELUS International values people diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. We furthermore encourage employees with all contract types to apply.

Mehr zum Job

Beschäftigungsart Festanstellung
Arbeitszeit Vollzeit
Qualifikation Abschluss Hochschule / Duales Studium / Berufsakademie , Mit Berufserfahrung (1 bis 3 Jahre)
Arbeitsort Dahnstraße 51, 45144 Essen


TELUS International

Kontakt für Bewerbung

HR Team Essen

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