Basic Information

Ref Number


Last day to apply


Primary Location


Additional Locations

Infinity Tower



Description and Requirements

The Senior WFM Manager will be responsible for leading managers and other leaders in developing strategies for running the core WFM processes of TI. Furthermore, the Senior WFM Manager will be responsible for the overall management and direction of the WFM teams. He or she will ensure client and customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels.

Responsible for execution of global WFM strategies; and will represent the global WFM team supporting the global account he will be assigned to with the rest of the stakeholders around the world.


      Manage a team of WF managers (across multiple locations) and support a worldwide network of business units, and operational centers.

      Will be required to define strategies involving production and customer interaction platforms, operational contact routing, automatic investigation, telephony systems, and workforce management; evaluating improvement options;

      Leads planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in one or more sites.

      Able to define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.

      Leads projects/initiatives and champions projects within and outside of organization or region; influences all participants when driving projects to ensure success.

      Drives strategy and communicates BRP vision with internal and external teams

      Collaborates with Capacity Planning and Forecasting to determine location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.

      Identifies opportunities and risks, dives deep, and works with internal and external teams to implement solutions.

      Innovates by driving continuous enhancements and operational efficiencies across all process areas.

      Influences key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.

      Organizes team structure for multiple functional areas to ensure scalability for present and future volume needs

      Escalate all major issues and site leaders and senior leadership— whether they’re in operations or the affected businesses— ensuring the right people know of the incident at the right time.

      Communicates effectively with senior management and leaders across the organization to determine priorities and direction.

      Creates the development of internal and external communication across organization locally and globally.

      Influences peers, senior management, and external stakeholders on the organizational vision for their functional area(s)

      Continuously builds network of talent inside and outside of company

      Demonstrates and differentiates performance and leadership across multiple levels and is able to apply to hiring decisions

      Creates mechanisms to quickly on-board new talent to the organization; mentors others

      Is an effective coach and provides feedback to direct reports to help develop talent and support career development

      Sets and balances goals across team, optimizing performance against department goals and employee development

      Assesses and differentiates performance of team members across levels; articulates requirements for promotion ability to team members

      Identifies resource needs for team

      Describes the strategic importance of the department’s vision inside and outside of team

      Sets and articulates expectations around leadership behavior for team; models behavior that exemplifies Amazon Leadership Principles

      Takes ownership of transition of new programmes from a WFM perspective, including review and approval of SOWs, MSAs..


      Minimum of 3 years WFM experience or 5 years related experience in a contact center environment

      Minimum of 2 years leadership experience

      Expert knowledge of workforce management theory and best practice

      Ability to communicate clearly and persuasively both verbally and in writing

      Strong analytical skills and experience in workflow analysis.

      Ability to work as part of the global WFM management.

      Experience of working with WFM systems such as Verint, IEX, Injixo.

      Expert level knowledge of MS Excel

      Excellent knowledge of MS, Word and PowerPoint

      Ability to work a flexible schedule based upon demand of the position

      Able to travel up to 10%

Are you willing to prepare in advance for the next steps? Check out below the top skills that will be analyzed/ followed in the recruitment process:

      Driven attitude and motivation

      Communication skills

      Problem solving skills

      Decision Making

      Action Oriented

      Critical thinking

We offer:
  • Stable job and career development opportunities
  • Attractive salary
  • Special Discounts and Offers (Food vouchers, Multisport cards, etc.)
  • Additional health insurance and Transportation allowance
  • Special benefits for our team members (Gym, yoga classes, massages, and corporate psychologist in the office)
  • Positive international working environment (Relax zones, PlayStation and billiard corners)
  • Support and learning
  • Employee referral bonuses and Recognition programs
If this opportunity sounds appealing to you, please send your CV!

*Please note that only shortlisted candidates will be contacted.

About us: TELUS International Bulgaria delivers a next-generation digital solution to enhance the customer experience (CX) for global and disruptive brands. We offer omnichannel CX and trust and safety solutions including content moderation for global customers in over 50 languages. With a team of over 62 000 members worldwide and with over 4000 of them located in Sofia and Plovdiv, the company is the biggest employer in the CX industry in Bulgaria.


Additional Job Description

This role will oversee the entire AirBnb WFM Operational and Strategic Run for both the APAC and EMEA regions

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