Wfm Associate_ Remote
- TELUS Digital
- 5 - 10 years
- Delhi, NCR
- 24 days ago
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Job Description
and CTCLookupThe candidate Hello Dear Candidate.
Greetings for the day
Please find the Company Profile and Job Description mentioned below.
Telus International Health Care Domain is in the business of helping organizations help their people because we believe that engaged people are the driving force for society. Every day, the expertise of our employees is recognized as essential to the financial security, health and productivity of our clients and their people. We are always looking for talented professionals and strategic leaders who will listen and work together with colleagues to form long-term relationships and to deliver integrated solutions that fit. As we continue to grow, were presently engaging with exceptional candidates interested in growing our global sales teams.
Url: https://www.telusinternational.com
Note: Candidates must be flexible to work in Rotational Shifts
This role is Permanent Work From Home
Candidate should have excellent communication skills
High level of proficiency in Microsoft Excel using Pivot Tables, V Lookup, H Lookup
The salary for this role is 20% to 30% hike on your current ctc
Workforce Management Associate
TELUS Health and LifeWorks have recently come together to leverage the power of
technology and our caring cultures to further progress our shared goal of building a healthier
and friendlier future for all. As a global-leading health and well-being provider
encompassing physical, mental and financial health TELUS Health is improving health
outcomes for consumers, patients, healthcare professionals, employers and employees.
TELUS Health is dedicated to assisting our employees reach their professional goals through
internal promotion and transfer opportunities.
Joining our TELUS Health family will provide you with fantastic work experience, not to
mention great connections and friends along the way! We value continuous learning, and
personal and professional growth for our employees. As a new employee youll get paid to
learn more about our fantastic services and our approach to client conversations, through a
combination of online courses and live instructor-led sessions.
Our Workforce Management Associates are responsible for the creation and
maintenance of employee schedules, as well as assisting in floor management to ensure
service level targets are met in the Care Access Centres (CAC). This role involves a mix of
both short-term and long-term forecasting using historical trends to predict the future needs of CAC
Real-Time Monitoring (50%)
- Monitor the Real-Time operation of the call queues and service levels;
- Take action to maximize scheduling adherence;
- Assist with managing the phone staffing
- .
Schedule creation and maintenance (50%)
- Help create and maintain monthly schedules for all of call centre agents;
- Schedule all staff training;
- Help the supervisors to choose the best times, and schedule product knowledge tests,
coaching, create all consistent meeting schedules for any departmental requests.
- Create the New Hire transition schedules. Create all last-minute meeting requests, for
example senior management visits, company changes debriefing, with as little as one
hour turnaround;
- Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members (including supporting the supervisors/helpdesk);
Succeeding as a Workforce Management Associate will require the following core qualifications and skills
- 5+ years of experience in workforce management experience in a call centre environment;
- Post-secondary education (strong preference for those that have obtained their
degree/diploma) in a Business Management or Administrative field.
- Additional call centre experience a strong asset.
- Strong analytical skills and demonstrated experience with both short-term and long-term forecasting;
- Strong attention to detail and ability to multitask with excellent communication skills;
- High level of proficiency in Microsoft Excel using Pivot Tables, V Lookup, H Lookup, and basic macros
Job Classification
Industry: Management ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: TELUS DigitalLocation(s): Delhi, NCR
Keyskills: WFM Resource Planning Workforce Management Capacity Planning Real Time Analysis Scheduling Workforce Planning RTA
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