WFM Scheduling Analyst

Basic Information

Ref number


Primary Location


Description and Requirements


TELUS International Europe is a multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high-quality services since 2004. The company has more than 5,500 team members across nine delivery centers: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania); Cork and Dublin (Ireland), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 35 languages.


  • Provide Agents with a working schedule for the business week, incorporating all client requirements (i.e. training, coaching and huddles) as well as forecasting and scheduling assumptions
  • Creation and optimization of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
  • Appropriate distribution of programmed shrinkage (AUX codes) to guarantee the accuracy of projections related to productive staffing commitment
  • Develop and maintain a scheduling matrix for the specific site and region; adequately updating information related to labor laws, shift types, and other considerations required to appropriately perform scheduling tasks
  • Recognize and communicate challenges and areas of improvement during, and after scheduling cycles; providing solutions to meet staffing expectations at interval level
  • Provide visibility and reporting capabilities of main KPIs related to scheduling functions such as projected interval compliance, and bidding completion


  • At least 1 year of tenure in WFM positions
  • Experience working in a scheduling environment will be considered as a strong advantage;
  • Creative and problem solving oriented
  • Knowledge of WFM tools (Aspect, Verint, Teleopti)
  • Advanced Excel/Google Spreadsheets skills (IFS, pivot tables, INDEX, MATCH, table arrays, macros)
  • Experience working with internal/ external stakeholders in multiple geographic regions
  • Fluency in English

We offer:

  • Stable job and career development opportunities
  • Great office at a top location
  • Attractive salary and additional incentives
  • Special discounts & offers (Food vouchers, Multisport cards, etc.)
  • Additional health insurance
  • Special benefits for our team members (Gym, yoga classes, massages and corporate psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation and billiard corners)
  • Continuous support and learning
  • Employee referral bonuses
We care about the well–being of our employees, invest in their development, encourage fun and team building initiatives

If this opportunity sounds appealing to you, apply now! Send us your CV!

* Please note that only shortlisted candidates will be

Required Language(s)

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