Description and Requirements

Your benefits:

• Competitive Salary: Earn from EUR 1760 EUR gross and additional bonus for the results achieved.
• Health Coverage: private health insurance after 3 months of probation period.
• Well-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.
• Modern Workspace: Work in a great office in Riga, featuring modern workspaces.
• Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.
• Team Spirit: Participate in social gatherings, sports events, team-building activities and receive a bonus for referring new employees.
• Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.
• Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.

Your responsibilities:

• Scheduling system maintenance: Creating Comprehensive Schedules, incorporating client requirements such as training, coaching, and feedback sessions, as well as forecasting future needs based on skill distribution and agent preferences. Resolving scheduling conflicts, recommending solutions to conflicts that arise in schedules or handling special scheduling requests from agents or clients. Staff the appropriate number of agents at the proper time based on recent / historical call arrival patterns.
• Intraday Reporting and Action Coordination: Maintaining and updating employee's skills, special scheduling agreements, vacation entitlements and contractual information within the scheduling systems database. Regularly monitors trends, attrition and flags any changes that may impact resource allocation. Provides agents with a schedule for the working period, incorporating all client requirements (i.e. retraining, coaching and feedback) as well as forecasted requirements generated by the Capacity Planner and scheduling preferences. Provides the program with realistic schedules based on current manpower resources and performance.
• Coordination with Operations: Collaborating with operational points of contact to schedule activities like unplanned & planned absences or off-queue times effectively. Coordinates with operation POC's for activities (i.e. queue, off queue) that need to be scheduled. Analyzes volume arrival and other pertinent patterns by gathering data from WFM tools.
• Improvement and Support: Provides weekly staffing outlooks for the following 4 weeks. Addresses issues or discrepancies with the Client's own arrival patterns against the account's actual arrival patterns for the site. Recommends solutions to scheduling conflicts and / or special scheduling requests. Offering weekly staffing projections for the upcoming four weeks to aid in planning and resource allocation.

We will need these documents:

• Cover letter explaining your motivation and expectation for the new role.
• Extended curriculum vitae.
• Proof (Certificates, etc.).

Your skills:

• Experience: At least 2 years of experience in a call center and/or 1 year specifically in workforce management
• Language Skills: Excellent oral and written communication skills, especially in English (min. C1)
• Work related skills: Familiarity with workforce management processes, including staffing projections, scheduling and metrics monitoring is preferred. Above-average knowledge of Google Suite applications (Sheets, Slides) and MS Office applications (Word, Excel). Understanding of local country labor laws and regulations related to workforce management and scheduling is preferred. Ability to showcase innovation, good judgment, and problem-solving skills when making decisions related to scheduling and resource allocation.

Start Date: Immediate availability

Join Us and Be the Voice that Drives Success!

Language Reference English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.