Basic Information

Ref Number

Req_00118981

Primary Location

Izmir

Additional Locations

Istanbul

Country

Turkey

Job Type

Support Positions

Work Style

Hybrid, On Site

Description and Requirements

Are you ready to take the next step in your career? 

If your answer is “YES” – join the leader of the CX (Customer Experience) sector TELUS International Türkiye! 

Now we are looking for a Sr. Workforce Management Manager who has the following criteria and will add strength to our team. 

Job Description 

  • Lead and manage the workforce team to achieve performance objectives.

  • Ensure accurate tracking of WFM data and call center schedule adherence.

  • Streamline processes and standardize data management within the WFM teams.

  • Optimize resource allocation to meet department budget goals.

  • Collaborate with Account Manager to maintain client satisfaction and manage reporting.

  • Provide strategic insights to optimize staffing levels and meet service level agreements.

  • Analyze historical volume and staffing patterns to propose efficient staffing plans.

  • Collaborate with Senior Management on initiatives to support business growth and efficiency.

  • Monitor call center statistics and recommend improvements for enhanced performance.

  • Initiate process standardization for consistent operations across different geographies.

Requirements

  • Excellent verbal and written skills in English

  • At least 3 years Workforce Management experience in Customer Service and personnel management.

  • Knowledge of workforce management processes, concepts and principles Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. CMS, Blue Pumpkin, IEX).

  • Knowledge of Business Planning, Corporate Planning, and / or Manpower Scheduling preferred.

  • Knowledge of working hours and norms by law.

  • Open to innovation culture and being self-initiative

  • Ability to build strong relationships to at all levels of the organization

  • High degree of flexibility and autonomy

  • Adaptive to changing work schedules and working hours.

Our Advantages

  • Competitive salary package with tenure bonus

  • Private health insurance and meal card

  • Equipment support for home office work, shuttle/road fee for office work

  • Stable job and career development opportunities

  • Dynamic and supportive team

  • Flat hierarchical work order in an international structure

  • Referral bonuses

About Us: TELUS International Türkiye is a leading customer experience and digital solutions provider with over 2,000 team members in Izmir and Istanbul. We design, build and deliver next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. TELUS International has almost 70,000 team members across 28+ countries, providing customer service at its best in more than 50 languages for 600+ international and well-known partners. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, banking, financial services and insurance, healthcare, and travel and hospitality.

Additional Job Description

We are looking for a Sr. Workforce Management Manager who will add strength to our team! 

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.
× -