Scheduler

TELUS Digital; Cape Town; On-site; ZAR 400,000 - 620,000; Full time

Job summary

TELUS Digital is seeking a Scheduler Analyst to design and manage frontline team schedules for an assigned account. You will optimize resource allocation to meet service levels and client requirements using historical trends and internal inputs.

Responsibilities include analyzing patterns, forecasting the next 4–8 weeks, executing capacity plans, and creating weekly activity-based schedules. You will monitor trends and handle schedule changes as needed.

Qualifications

• 2 years of experience in workforce management as a Scheduler.
• Strong analytical capabilities with intraday scheduling knowledge.
• Ability to forecast, re-schedule and advise on capacity.

Responsibilities

• Create and manage schedules for frontline team members.
• Analyze volume patterns and adjust staffing to meet service levels.
• Provide 4–8 week staffing outlook based on trends.
• Execute capacity plans with realistic schedules.
• Create activity-based weekly schedules by forecast and assumptions.
• Monitor trends and attrition impacting resources.
• Manage schedule changes due to requests or conflicts.

Skills

Advanced forecasting

WFM expertise

Coaching & mentoring

Proactive problem solving

Communication & influence

Job 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.

• 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

Years of relevant experience

• 2 years of experience in workforce management as a Scheduler

Skills Required

• Advanced analytical and forecasting skills: A deep understanding of complex contact center metrics and how they interrelate is crucial. The candidate must be able to not only monitor but also actively adjust schedules, call routing, and skill assignments based on real-time data and volume forecasts. This goes beyond basic monitoring and requires a strategic approach to maintaining service levels.
• Workforce Management (WFM) expertise: A thorough knowledge of WFM concepts like service level management, line adherence, re-forecasting, and re-scheduling is essential. The candidate must be able to use this knowledge to make informed decisions that impact the entire operation.
• Coaching and mentoring abilities: A key distinction of this senior role is the responsibility to provide feedback and guidance to other real time analysts. The candidate needs to be able to identify areas for improvement in their team and support their professional development.
• Proactive problem solving and strategic insight: Instead of just reacting to issues, the Senior Real Time analyst (Traffic) is expected to identify areas of improvement and provide actionable insights to leaders. This involves a strategic mindset and the ability to contribute to real-time projects and initiatives.
• Communication and influencing skills: They must be able to communicate complex intraday challenges and strategic insights to operations leaders. This role requires influencing decisions and supporting the execution of new initiatives. The ability to clearly articulate findings and recommendations is paramount.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.