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)
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
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
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
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