Responsibilities Description and Requirements Staffs 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 call arrival patterns against the account's / program's actual arrival patterns for the site. Regularly monitors trends and flags any changes that may impact resource allocation. Recommends solutions to scheduling conflicts and / or special scheduling requests. Coordinates with Operation POCs for activities (i.e. phone, non-phone) that need to be scheduled. Gathers, compiles and processes all headcount reports, leave and schedule requests. Provides the program with realistic schedules based on current manpower resources and performance. Qualifications Bachelor&aposs Degree preferably with Math background At least one (1) year Workforce Management experience within the call center / customer service industry Required Skills Basic knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring). Prior knowledge of client specifics (i.e. nature of account, metrics) preferred. Working knowledge of call center operations and organization. Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu). Basic knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred. Preferred Skills Team player. Works with minimal supervision. Time and project management skills. Excellent oral and written communication skills. Fluency in the English language. Adaptive to changing work schedules and working hours. Customer orientation. Problem-Solving, Decision-Making, and Analytical skills. Additional Job Description Overview: Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements. EEO Statement At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world&aposs largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. Equal Opportunity Employer 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. Show more Show less