Senior Scheduler - Guatemala

WFM, Senior Scheduler Analyst - Pradera GTPosition overview:As a Senior Scheduler Analyst you use your expertise to create and manage schedules for front line team members for the assigned account and oversee the scheduling of a group of accounts when required. You ensure optimal level of resource allocation to meet service level goals and client requirements, based on historical trend and other inputs provided by internal and external sources. You contribute to the improvement of performance and development of the team. You support the execution of scheduling projects/ initiatives.Key responsibilities:Analyze volume arrival and other pertinent patterns, addressing any discrepancies between client’s arrival patterns and the account’s arrival patternsOptimize distribution patterns and scheduling strategiesProvide staffing outlook for the following 4-8 weeks, based on recent and historical call arrival patternsExecute the capacity plan created by Resource Planners by creating realistic schedules based on current and projected team member count or assist in maintaining the capacity plan for accounts where Resource Planners may not be requiredProvide front line team members with a weekly working schedule based on client requirements, forecasting, and scheduling assumptionsMonitor trends and attrition, flagging any changes that may impact resource allocationManage changes in schedules due to requests, scheduling conflicts or unexpected circumstancesProvide feedback and guidance to Scheduler Analysts on the team to improve performance and foster developmentSupport leaders in the execution of scheduling projects/ initiatives.Requirements:Meeting or exceeding all metrics in your current SRO for the last 3 monthsMinimum 95% of attendanceMinimum of 1 year as a TELUS Digital employeeMinimum of 1 year in the current position and current account/departmentNo active disciplinary processes (Hint 3 and above)Schedule flexibilityAble to work on-siteCore competencies:Giving supportFocusing on customersEmbracing technologyManaging self-developmentFunctional competencies:Knowledge of workforce schedulingUse of workforce management tools such as Verint, NICE IEX or othersIntermediate use of Excel, Google Sheets and Data StudioSolid understanding of labor laws and regulations impacting schedulingAnalytical and complex problem solving skillsKnowledge of basic project management principlesQualifications:3+ years of experience in workforce management, at least 1 of these in SchedulingBachelor’s degree or equivalentCEFR B1-B2 English (oral/ written)