Real Time Analyst

1. Required 5+ years of experience in workforce management experience in a call centre environment.
2. Shift Time: Rotational
3. Office Location: WFH

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 Senior 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