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Workforce Analyst Forecasting

Location: 

Toronto, ON, CA Edmonton, AB, CA Barrie, ON, CA

Req ID:  29165
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Description

 

TELUS is looking for a dynamic individual to be part of a national team that provides support to our global Contact Centre operation. Our wider team encompasses the full spectrum of Contact Centre disciplines including Scheduling; Forecasting; Technology; Planning and Real-Time/workforce management across a number of specialized queues supporting our customers across Canada.

 

Through an in depth understanding of Contact Centre drivers, you will ensure our internal stakeholders and partners are educated on risks and challenges through analysis and thoughtful recommendations. By putting your recommendations into action, you will see the positive impact your efforts have on the Customer Experience.

 

As part of our team YOU:

 

  • Get to challenge the status quo by experimenting with new approaches, tools and techniques to plan and forecast, with a wide spectrum of autonomy in your respective portfolio
  • Get to participate in projects across the wider team to interlock and find efficiencies and opportunities for collaboration 
  • Get to you bring your unique skills and experience into our team to influence and deliver results

 

Team Spotlight:

 

  • Our team works in a fun and challenging environment that directly influences the financial and operational performance of the Customer Experience business
  • Our team’s scope includes the Strategic Forecasting & Planning, Operational Resource Management, Performance Analytics and Partner Strategy & Governance
  • We work closely with Customer Operations teams, who directly manage our frontline team members
  • Our key stakeholders and partners include Operations, Marketing, Finance, and Technology Transformation 
  • We provide opportunities for you to excel and show your stuff – work on high value and high visibility projects
  • We have flexible work styles with the ability to work in and out of the office
  • You will work in a team that actively supports your personal development with progressive training and development tools

 

Qualifications

You’re the missing piece of the puzzle:

 

  • You have both an analytical and operational lens of Contact Centres
  • You have worked in forecasting, analysis, operations or workforce management, and know what good looks like
  • You have the ability to analyze data, translate into findings, and convey into a clear compelling story with recommendations/solutions
  • You have strong communication (verbal and written), presentation, influencing and relationship building skills
  • You are used to the unpredictable nature of a Contact Centre environment and can pivot quickly when needed to reprioritize and adapt
  • You are curious, and have the ability to influence peers and partners, without direct authority
  • Experience with workforce management tools such as IEX, Pulse, DOMO preferred and advance excel/modelling skills is a must
  • University degree (preferably in Business, Statistics, Finance or similar) OR 3-5 years of equivalent work experience in a relevant discipline (preferably workforce management) along with on-the-job personal development

#LI-REMOTE

 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability—your unique contributions and talents will be valued and respected here.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.