Resource Planner

This job is with TELUS Digital, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description and Requirements

Role : Resource Planner

Shift : US Shift timings

Experience : 3+ Years

Key Skills : Capacity Planning, Headcount Planning, Resource Planning, Shrinkage, Utilization, Occupancy, Forecasting

Position Summary :

A Forecasting and Capacity Planning Analyst produces long & short-term resource plans for frontline agent and seat resources. The analyst acts as the primary client-facing representative of WFM and serves to unify planning for programs supported in multiple locations. The analyst will quantify productive resource requirements starting from the bidding stage to the end of life on an account. Aside from this, they will produce simulations of resource maximization, operations transition within sites / geographies and provide recommendations on how to improve the account's resources.

Responsibilities :

Analyze front office and back office volume projections; service metrics targets versus current performance trends on AHT, shrinkage (absenteeism and aux usage), attrition, occupancy, and service level to give recommendations on how to better maximize resources.

Ensures that service level targets as well as other program / client targets are met through proper forecasting of workload

Validate client forecasts and requirements for trends and compliance with contractual agreements.

Serves as subject matter expert and WFM liaisons for specific programs and coordinates with Operations to ensure consistent business / operational goals

Responsible for FTE forecasting in order to meet targets based on call volume, or back office volume projections subsequently coordinating the established targets to Operations (Account / Ops manager and Director).

FTE conversion for the different weekly working hours within the different sites / geographies

Projects seating requirements per program based on current manpower and upcoming / existing business needs

Works with Strategy COE to support Global Seat Planning process with the goal of maximizing agent to seat ratios for the company

Manages long term forecasts and capacity utilization, costs and all resource planning functions for designated programs / accounts of the company, ensuring that all workforce management strategies are met.

Acts as WFM SME by providing program oversight and taking appropriate action to meet KPI goals and maximize efficiency

Maintains capacity planning files and documents according to standard operating procedures and quality expectations.

Contributes to the creation or improvement of tools, processes, and workflows to reduce cycle times, improve error rates, and increase added value.

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.]]>