WFM Analyst II (Scheduler and Planner)

Basic Information

Ref number


Last day to apply


Primary Location

McKinley West

Additional Locations


Description and Requirements

Position Summary
  • Generates schedules for the assigned programs / campaigns, ensuring adherence to service goals and Client requirements.
Functional Responsibilities
  • Provide agents with a working schedule for the business week, incorporating all Client requirements (i.e. retraining, call backs) as well as forecasting and scheduling assumptions.
  • Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
  • 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.
Minimum Qualification(s) for External Applicants:
  • Graduate of a Bachelor's Degree at any Course.
  • 1 year of WFM Capacity Planning experience for an Program/Account.
  • Excellent Stakeholder Management (Must be able to support other function other than Operations).
  • Willing to work in Different sites and schedule of TELUS Depending on the business needs.
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