We’re looking for an experienced Workforce Management Team Leader to join our team in Riga. This team leader is responsible for the day-to-day support and direction of a Workforce Management team supporting one or multiple functions.

We will offer:

• Appealing benefits like private health insurance after 3 months of probation period

• Mon-Fri fixed schedules and weekends off

• Employee referral bonuses and recognition program

• Great office with modern workspaces 

• Employee discount programs, providing partnerships with fitness centers and restaurants

• Positive international working environment; fun floor with PlayStation, table tennis, and many more

• Stable job and career development opportunities

• Highly motivated and dedicated team with flat hierarchies and informal culture

Overview of tasks:

• Ensure team tasks and deliverables are performed accurately and in a timely manner

• Establish performance objectives for all resources 

• Recommend, implement and ensure that processes being utilized follow industry best practices 

• Conduct impact and trend analysis to recommend solutions that drive cost effective strategies 

• Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines 

• Work with Customer on initiatives to support new business growth 

• Guarantee proper escalation paths are followed

• Develop WFM staff on functional area of expertise 

What we expect:

• Bachelor’s Degree in: Finance, Accounting, Engineering, Business Administration, Logistics OR an additional three (3) years of Workforce Management experience within the call center / customer service industry 

• Experience managing a team - required

• Strong understanding of local country labor laws and regulations

• Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.

• Ability to establish a course of action for self and others to accomplish a specific goal while using appropriate resources.

• Ability to multitask, adapt to change, and achieve results with accuracy and precision.

• Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy and time management

• Strong team player with demonstrated ability to influence key stakeholders

• Excellent oral and written communication skills

• Fluency in the English language (Minimum C1)

• Adaptive to changing work schedules and working hours.

• Customer service and results Oriented

• Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure

• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment

• Negotiation skills

• EU citizenship or Latvian Residence Permit

Technical requirements:

• Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring) - required

• Strong knowledge of call center operations and organization - required

• Above average knowledge on MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.)  as well as call center specific software and applications (i.e. Verint, IEX & CMS) – required

• Statistical & financial analysis

Join our team and apply now!

We are looking forward to your informative application. Our recruiting team will gladly answer all your questions at +371 63 99 5106

Equal Opportunity Employer 

TELUS International values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. At TELUS International, 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. Applicants with special needs will be given preferential consideration if they are equally qualified.

About us: TELUS International is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

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