Are you looking to develop your career and take on larger responsibilities in an exciting environment and dynamically growing company? Then join our team in Essen.

We are currently seeking a WFM Manager (m/f/d) to join our team.

What we offer:

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture.

• Advanced job opportunities in our internationally growing company

• Great office with modern workspaces.

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

• Comfortable leisure areas and opportunities to join different activities like yoga or guided meditation.

• Appealing benefits like regular fruit deliveries for a healthy lifestyle and free drinks.

• Attractive employee referral bonus programs.

Overview of tasks:

• Ensure team tasks and deliverables for all functions are performed accurately and in a timely manner for the assigned markets

• Keeps the WFM Supervisor proactively informed for potential service risks and delays

• Collaborates with Operations and other internal departments to ensure that the correct actions are taken to achieve critical business objectives

• Responsible for account/task assignment, workload distribution

• Establish performance objectives for all resources

• Implement and ensure that processes being utilized follow the WFM Leadership strategy

• Analyse current working processes and highlights improvement opportunities

• Works with the Capacity Planner to align on the staffing strategies for the assigned markets

• 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 Operations & WFM Leadership on initiatives to support new business growth

• Supports WFM Leadership on ongoing projects/improvements

• Guarantee proper escalation paths are followed

• Develop WFM staff on functional area of expertise

We are looking for:

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

• Experience working as a Real Time Manager and / or Scheduler

• Minimum of 2 years leadership experience

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

• Strong knowledge of call center operations and organization

• Above average knowledge on MS Office applications (i.e. MS Word, Excel);

• Knowledge of Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX; CMS)

• Excellent oral and written communication skills in English (min. C1)

• Strong understanding of German labor law and regulations

• Ability to make statistical & financial analysis

• Bachelor’s degree in Finance, Accounting, Engineering, Business Administration, Logistics is a plus

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

Become part of our team and apply now!

Our recruitment team is always available to answer your questions and looks forward to receiving your application.

About us: Since founded in 1998, excellent customer service is our passion - in 2020 we went one step further and are now part of TELUS International. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

Equal Opportunity Employer

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 equally qualified.

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