Planning & Forecasting Analyst - Consumer Contact - Montréal, Canada - TELUS

TELUS
TELUS
Verified Company
Montréal, Canada

2 weeks ago

Sophia Lee

Posted by:

Sophia Lee

beBee Recruiter
Description

Location:
Montreal, Quebec, CA Toronto, ON, CA Vancouver, British Columbia, CA Calgary, AB, CA Edmonton, AB, CA- Req ID: Jobs by Category: Operations- Job Function: Planning and Analysis- Status: Full Time- Schedule: Regular
Description:

TELUS is looking for a dynamic individual to be part of a national team that provides support to our global Contact Centre operation.


Our wider team encompasses the full spectrum of Contact Centre disciplines including Scheduling; Forecasting; Technology; Finance/Budgeting, Planning and Real-Time/workforce management across a number of specialized queues supporting our customers across Canada.


Join our team and what we'll accomplish together

  • Through an in depth understanding of Contact Centre drivers, you will ensure our internal stakeholders and partners are educated on risks and challenges through analysis and thoughtful recommendations. By putting your recommendations into action, you will see the positive impact your efforts have on the Customer Experience.
  • As part of our team YOU:
  • Get to challenge the status quo by experimenting with new approaches, tools and techniques to plan and forecast, with a wide spectrum of autonomy in your respective portfolio
  • Get to you bring your unique skills and experience into our team to influence and deliver results

Qualifications:


What you bring

  • You have both an analytical and operational lens of Contact Centres
  • You have worked in finance, budgeting, forecasting, analysis, operations or workforce management, and know what good looks like
  • You can easily collect and analyze data to forecast required staffing levels
  • You can build, design, maintain, and further refine spreadsheet models and resource plans to account for multiple factors, such as fluctuations in business volumes, productivity assumptions, attrition, training requirements, projects, and external influences
  • You understand resource staffing levels, taking into account business plans, capacity, attrition, and other relevant factors
  • You have strong communication (verbal and written), presentation, influencing and relationship building skills
  • You are used to the unpredictable nature of a Contact Centre environment and can pivot quickly when needed to reprioritize and adapt
  • You are curious, and have the ability to influence peers and partners, without direct authority
  • Experience with workforce management tools such as IEX is preferred and advance excel/modeling skills is a must
  • University degree (preferably in Business, Statistics, Finance or similar) OR 35 years of equivalent work experience in a relevant discipline (preferably workforce management) along with onthejob personal development

Team Spotlight:


  • Our team works in a fun and challenging environment that directly influences the financial and operational performance of the Customer Experience business
  • Our team's scope includes the Strategic Forecasting & Planning, Operational Resource Management, Performance Analytics and Partner Strategy & Governance
  • We work closely with Customer Operations teams, who directly manage our frontline team members
  • Our key stakeholders and partners include Operations, Marketing, Finance, and Technology Transformation
  • We provide opportunities for you to excel and show your stuff work on high value and high visibility projects
  • We have flexible work styles with the ability to work in and out of the office
  • You will work in a team that actively supports your personal development with progressive training and development tools
More jobs from TELUS
See all jobs of TELUS