Workforce Specialist (m/f/d)

Essen
TELUS International

Benefits

  • Arbeitsweg

  • Beruf und Familie

  • Essen und Trinken

  • Gesundheit

  • Sachbezug

  • Vorsorgeleistungen

About us: Since founded in 1998, excellent customer service is our passion – 2020 we went one step further and are now part of TELUS International. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

 

Workforce Specialist (m/f/d)

Overview of tasks

  • 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

What 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

What we offer

  • Challenging and varied activities

  • Opportunity to grow with us and help shape the development of a new location right from the start

  • Advancement opportunities in our international company

  • Lots of benefits, including private health insurance, daily meal allowance, complementary drinks and snacks

  • Highly motivated and dedicated team with flat hierarchies and informal culture

  • Great office with modern workplaces

Join our team and apply now!

Our recruiting team will gladly answer all your questions at +49 201 2587 0006.

We are looking forward to your informative application.

 

We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

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.

About us: Since founded in 1998, excellent customer service is our passion – 2020 we went one step further and are now part of TELUS International. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

 

Stellennummer Req_00077011

Kontakt für Bewerbung

HR Team Essen

Benefits

  • Arbeitsweg

  • Beruf und Familie

  • Essen und Trinken

  • Gesundheit

  • Sachbezug

  • Vorsorgeleistungen

Arbeitsort

Dahnstraße 51, 45144 Essen

Mehr zum Job

Beschäftigungsart Festanstellung
Arbeitszeit Vollzeit
Arbeitsort
Dahnstraße 51, 45144 Essen