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Workforce Management Team Leader

Basic Information

Ref Number

Req_00129863

Primary Location

Gdansk Digital

Country

Poland

Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

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

We are looking for: 

  • 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
  • BPO experience is a plus
  • Statistical & financial analysis

Other Capabilities:

  • Strong understanding of local country labor laws and regulations
  • Fluency in English 
  • Ability to demonstrate innovation and good judgment / problem solving skills when making decisions.
  • Strong team player with demonstrated ability to influence key stakeholders
  • Adaptive to changing work schedules and working hours.
  • Customer Orientation
  • Negotiation skills

Join our team and apply now!

We conduct online interviews for all candidates.

*Please not that only shortlisted candidates will be contacted.


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.

Additional Job Description

The Workforce Management Team Leader is responsible for the day-to-day support and direction of a Workforce Management team supporting one or multiple functions.

Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

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.
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