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Workforce Management, WFM Team Leader - TELUS Digital El Salvador

Základné informácie

Ref Number

Req_00142445

Primárna lokácia

SV - Santa Tecla - Plaza Merliot

Krajina

El Salvador

Typy zamestnania

Support Positions

Work Style

On Site

Opis a požiadavky

***Applicants should be available and willing to work on-site and/or from home depending on business needs.*** 


Workforce Management, WFM Team Leader - TELUS Digital El Salvador

Position Overview:

The WFM Team Leader is responsible for leading and supervising the assigned teams in generating the agreed operation reports and tasks accurately in a timely manner. Provide data analysis for decision-making, and standardize processes and reports. Promote teamwork, good attitude, and creating added value.


Key responsibilities:

  • Supervise the performance of an assigned workforce management team.  

  • Provide appropriate support to the WFM team.

  • To appropriately provide documented coaching to subordinates.

  • Develop efficient reporting mechanisms through the WFM team.

  • Propose possible solutions to staffing and financial issues.

  • Provide any report requested by the Senior Leadership Team (SLT).

  • Provide the best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

  • Assign tasks, follow-up items, and workload to the WFM team.


Requirements & Core competencies: 

  • Schedule flexibility- Required

  • Availability to work on-site - Required

  • Positive attitude

  • Proactivity

  • Organized

  • Ability to solve problems

  • Ability to work under pressure

  • Creativity and Innovation

  • Teamwork

  • Attention to details

  • Decision Making

  • Coaching methodologies 

  • People Management

  • People Orientated

  • Excellent presentation Skills 

  • Assertive Communication



Leadership competencies: 

  • Providing leadership

  • Leading change

  • Building effective team

  • Managing stakeholders



Functional competencies:

  • English -  B2 or above: 

    • Oral and written comprehension.

    • Appropriate use of language.

  • Advanced Excel and Google Sheets knowledge - Required

  • Advanced knowledge in Call Center Operational Run and WFM cycles - Required

  • Statistics, mathematical logic.

  • Visual Basic - Desirable


Qualifications:

  • Preferably fourth year in Engineering, Business Administration, or related fields - Desirable 

  • Proven 1-year experience in Finance and/or Capacity Plan - Desirable


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.


Ďalší popis práce

The WFM Team Leader is responsible for leading and supervising the assigned teams in generating the agreed operation reports and tasks accurately in a timely manner. Provide data analysis for decision-making, and standardize processes and reports. Promote teamwork, good attitude, and creating added value

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 Digital, 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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