Scheduler Analyst

TELUS Digital; Dadri; On-site; INR 450,000 - 750,000; Full time

Benefits offered by this job

Annual Bonus

Cab facility

Medical Insurance

Life Insurance

Job summary

TELUS Digital is seeking a Scheduler Analyst to create and manage schedules for frontline team members for an assigned account. You will ensure optimal resource allocation to meet service level goals and client requirements based on historical trends and inputs.

The role requires 2 years of workforce management experience, strong Google Sheets skills, and familiarity with WFM tools like Verint, NICE, IEX, and others. Night shifts and a fast-paced environment are expected.

Qualifications

• Bachelor's degree mandatory.
• 2 years of experience in workforce management.
• Proficient in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, etc.).

Responsibilities

• Manage and control pools and resources (inflow, exits, absence, sills, clients).
• Analyze volume arrival and patterns; address discrepancies between client and account arrival patterns.
• Provide staffing outlook for 4-8 weeks based on call arrival patterns.
• Execute the capacity plan by creating realistic schedules based on current and projected team count.
• Create activity-based schedules and weekly working schedules based on client requirements, forecasting, and scheduling assumptions.
• Monitor trends and attrition; flag changes impacting resource allocation.
• Manage schedule changes due to requests, conflicts, or unforeseen circumstances.
• Offer support and focus on customers, embracing technology, and self-development.
• Knowledge of workforce scheduling; use of WFM tools such as Verint, NICE IEX or others.

Skills

Google Sheets

Analytical thinking

Communication

Coordination

Education

Bachelor's degree

Tools

IEX

NICE

Verint

Aspect

Genesys

Job description

Description

As a Scheduler Analyst you use your expertise to create and manage schedules for frontline team members for an assigned account. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trends and other inputs provided by internal and external sources.

Role & Responsibilities

• Manage and control pools and resources (inflow, exits, absence, sills, clients)
• Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patterns
• Provide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patterns
• Execute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count
• Create activity based schedules, providing frontline team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptions
• Monitor trends and attrition, flagging any changes that may impact resource allocation
• Manage changes in schedules due to requests, scheduling conflicts or unexpected circumstances
• Giving support, focusing on customers, embracing technology, managing self-development
• Knowledge of workforce scheduling
• Use of workforce management tools such as Verint, NICE IEX or others

Required Skills & Qualifications

• Bachelors Degree (Graduation is mandatory).
• 2 years of experience in workforce management
• Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
• Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Comfortable working in night shifts.

Perks & Benefits

• Annual Bonus
• Cab facility (Pick up & Drop)
• Medical Insurance
• Life Insurance

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.