WFM Scheduler

TELUS Digital; Cape Town; On-site; ZAR 420,000 - 540,000; Full time

Job summary

TELUS Digital in Cape Town is seeking a Scheduler Analyst to create and manage schedules for frontline teams, ensuring optimal resource allocation to meet service level goals and client requirements.

You will analyze volume patterns, forecast staffing for 4–8 weeks, and implement schedules based on client needs and forecasting assumptions.

The role emphasizes adapting to changing schedules, tracking trends, and working within TELUS values of customer focus, change, and teamwork.

Qualifications

• 2 years of experience in workforce management.

Responsibilities

• Create and manage schedules for frontline team members for assigned accounts.
• Analyze volume arrival and patterns; address discrepancies with client arrival patterns.
• Provide staffing outlook for next 4–8 weeks based on call arrival trends.
• Execute capacity plan by creating realistic schedules based on team size.
• Create activity-based schedules and weekly working patterns per client requirements.
• Monitor trends and attrition; flag changes impacting resource allocation.
• Manage schedule changes due to requests, conflicts, or unforeseen circumstances.

Skills

Forecasting

Workforce management

Scheduling

Capacity planning

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

2 years of experience in workforce management

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.