Forecasting and Capacity Planning Analyst- София

Описание

#FEEL GOOD WITH US!

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.

The Forecasting and Capacity Planning Analyst produces long term resource planning for enterprise and frontline agent and seat resources. This role includes producing simulations of resource maximization, operations transitions, provide recommendations on how to improve the account’s resources and quantify agent requirements.

Your responsibilities:

Provide agent requirements and maximize agent and seat resources for all accounts in the company
Ensure that all program and client targets are met through proper forecasting of call center operations personnel of the company
Responsible for FTE forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account/ Ops manager and Director)
Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources
Projects seating requirements per program based on current manpower and upcoming/existing business needs
Coordinates with all internal departments/functions on Workforce findings that need immediate addressing
Serves as subject matter expert and WFM liaisons for specific programs and coordinates with Operations to ensure consistent business/operational goals
Provide program oversight and takes appropriate action to meet KPI goals and maximize efficiency
FTE conversion for the different weekly working hours within the different sites/geographies

Our requirements:

Excellent oral and written communication skills
Fluency in English language
At least one year experience in Workforce Management or/and Business Analysis
Bachelor’s Degree
Knowledge of workforce management processes, concepts and principles
Prior knowledge of client specifics
Knowledge of call center operations and organization
Above average knowledge on MS Office Applications ( i.e. MS Word, Excel) as well as call center specific software and applications
Ability to multi-task, adapt to change, and achieve results with accuracy and precision
Statistical analysis skills

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 contacted.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:
Бакалавър

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

гр. София 1000, ул. "Алабин" 1,Телъс Тауър

Дата:

19.08.2019

Организация:

TELUS International Europe
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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