Analyst-Jobs in Frankreich

Description and Requirements

You want to take more responsibilities and start your career at TELUS Digital? We are currently looking for a support as:


For this position we are offering a welcome bonus of €1,000.

You will be responsible for:

• Creating Comprehensive Schedules, incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences.
• Resolving scheduling conflicts, recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients.
• Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively.
• Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.
• Maintaining and updating employee's skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database.
• Provides agents with a schedule for the working period, incorporating all client requirements (i.e. retraining, coaching and feedback) as well as forecasted requirements generated by the Capacity Planner and scheduling preferences.
• Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools. Staff 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 arrival patterns against the account's actual arrival patterns for the site.
• Recommends solutions to scheduling conflicts and / or special scheduling requests.
• Regularly monitors trends, attrition and flags any changes that may impact resource allocation.
• Coordinates with operation POC's for activities (i.e. queue, off queue) that need to be scheduled.
• Provides the program with realistic schedules based on current manpower resources and performance.
• Provides weekly staffing outlooks for the following 4 weeks.

Your profile:

• At least 2 years of experience in a call center and/or 1 year specifically in workforce management.
• Excellent oral and written communication skills, especially in English.
• Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred.
• Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel).
• Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred.
• Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

What we offer:

• €1,000 signing bonus.
• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture.
• Advanced job opportunities in our internationally growing company.
• Great office at the city center of Essen.
• Positive international working environment.
• Fun Floor with PlayStation, table tennis, and much more.
• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks.
• Attractive employee referral bonus programs.
• Intriguing and diverse responsibilities.

We will need these documents:

• Cover letter explaining your motivation and expectation for the new role.
• Extended curriculum vitae.
• Proof (Certificates, etc.).

Our recruiting team will gladly answer all your questions. We have digitized our recruiting process and are now offering virtual job interviews to all applicants. Only shortlisted candidates will be contacted.

About us: Since founded in 1998, excellent customer service is our passion - 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

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.