WFM - Scheduler Analyst (m/f/d) - Relocation to Spain

Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a WFM Scheduler Analyst to work on a Late/Night Shift, for an office located in a very prominent location in Barcelona.

The WFM - Scheduler Analyst (m/f/d) monitors and analyzes live operational performance, ensuring adherence to set schedules and swiftly adjusting strategies based on real-time data. They generate reports, document findings, and engage in root cause analysis to tackle performance issues. Additionally to that the role ensures operational alignment with organizational goals.

What we offer:

• Diverse and impactful role within a thriving and dynamic company
• Relocation assistance for candidates not living in Spain
• Varied and challenging responsibilities
• Private health insurance after probation period and daily meal allowance from day one
• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
• Advanced job opportunities in our internationally growing company
• Great office with modern workspaces at the city center of Barcelona
• Positive international working environment; fun floor with PlayStation, table tennis, and many more
• Comfortable leisure areas and opportunities to join different activities like yoga or guided meditation.
• Regular fruit deliveries for a healthy lifestyle and free drinks
• Several partnerships with fitness centers, restaurants, beauty care and more

Your tasks:

• Creating Comprehensive Schedules, incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
• Resolving scheduling conflicts, recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients.
• Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
• Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
• Maintaining and updating employee’s skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
• Provides agents with a schedule for the working period, incorporating all client requirements (i.e. retraining, coaching and feedback) as well as forecasted requirements generated by the Capacity Planner and scheduling preferences
• Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools. Staff the appropriate number of agents 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.
• Recommends solutions to scheduling conflicts and / or special scheduling requests.
• Regularly monitors trends, attrition and flags any changes that may impact resource allocation.
• Coordinates with operation POC’s for activities (i.e. queue, off queue) that need to be scheduled.
• Provide the program with realistic schedules based on current manpower resources and performance.
• Provide weekly staffing outlooks for the following 4 weeks

Your profile:

• At least 2 years of experience in a call center and/or 1 year specifically in workforce management
• Excellent oral and written communication skills, especially in English (min. C1)
• Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred
• Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel)
• Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred
• Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

Join our team and apply now!

If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.

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

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if they are equally qualified.