Position: Workforce Capacity Planner
Department: Workforce Management
Overview:
Responsible for long term resource planning of front line agents. Responsible for quantifying agent requirements from bidding stage to an account's end of life. Forecasts daily to annual volume, handling time and planned time offs. Can also be assigned to one or more accounts/programs where he/she is to manage and handle simulations to ensure resource maximization and to then recommend courses of action to improve the account's resources.
- Gather historical data.
- Normalizes volume ( remove anomalies ) to ensure that instances are taken out that should not be incorporated in the forecast.
- Creates and analyzes Capacity Plan, and provides recommendations - Determines required HC based on forecasted volume or target hours, determines handling capacity. From analysis, formulates recommendations based on outcome.
- Sets up a lock meeting with Operations/Client - Discusses the capacity plan in detail. Gets confirmation on assumptions used. Provides recommendations and lock the plan created. Makes changes if needed based on the meeting with Operations / clients.
- Tracks forecast to actual performance and uses data/information to forecast for the next months to come to ensure realistic forecasts month over month.
- Analyzes forecast to actual performance and recommends courses of action to take to improve maximization of resources and ensuring that the program passes KPIs.
Required skills + qualities (technical):
- Graduate of Industrial Engineering, Math, Statistics or other equivalent fields.
- Proficiency with MS Office applications and Google Workspace
Required skills + qualities (non-technical):
- Problem Solving; Decision Making; Analytical Skills
- Excellent oral and written communication skills
- Fluency in the English Language
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
