Basic Information

Ref Number


Primary Location

Cork-Campus One



Work Style

On Site

Description and Requirements

WFM Team Leader

Location: Cork

This is a great opportunity to join our Workforce Management team!

As WFM Team Leader you will actively manage, lead, motivate and develop a team of Real-time Analysts and Schedulers supporting operations in TELUS International locations.  A focus of the role is on leading, planning, coaching, managing performance, allocation of work and motivating the team to achieve SLA’s and KPI’s.

Responsibilities include:

  • Maintain Open channels of Communication

  • Drive New Starter and Refresher Training for all agents

  • Provide timely 1-2-1 reviews

  • Encourage openness and transparency

  • Provide Support, Coaching and Leadership to the team at all times

  • Facilitate Weekly/Monthly Team Training sessions

  • Achieve SLA targets in line with client expectations

  • Encourage, Support and provide Empathy

  • Develop Team Members for Succession Planning through Training/ Development

  • Promote Respect for Equality and Diversity at all times

  • Show Proactive and Reactive skills on a day to day basis


  • Previous Workforce Management experience and people management experience

  • Knowledge of WFM systems, workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring) - required

  • Strong knowledge of call centre operations and organization

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

  • Excellent IT Skills & a passion for technology

  • Experience in a fast-paced environment

  • Strong multi-tasking with excellent time management skills

  • Proven track record in achieving service level agreements defined

  • Statistical & financial analysis

  • Strong understanding of local country labour laws and regulations


  • Team Player with demonstrated ability to influence key stakeholders

  • Good verbal and written communication skills

  • Adapting - Able to multitask, adapt to change, and achieve results with accuracy and precision, adapting to changing work schedules

  • Customer Orientation

  • Results Oriented- Able to establish a course of action for self and others to accomplish a specific goal while using appropriate resources

  • Excellent Time management

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

Required Language(s)