WFM Sr Manager

About the role

The WFM Sr Manager is responsible and you will be tasked with ensuring our call centers are meeting customers’ demands and answer times and results are achieved daily. You’ll be working with global partners to monitor performance and compliance for process and management procedures. You’ll be critical in conducting operational meetings to assess results and performance and analyzing/reviewing current practices and trends to ensure accuracy

Responsibilities:

The role deals with the human side of managing a team of managers (and/or supervisors) as well as the responsibility for the performance, output, and quality delivered by a WFM team.  Working in conjunction with other global leaders to ensure all WFM processes are followed in each of the countries that his/her programs operate. Develop and implement strategic actions to ensure a high level of service delivery of all team members with the organization, as well as effective actions to improve the staffing performance of the programs under the scope. Ensure that each member of the different Command Centers is aware of their responsibilities and the impact of their decisions in real-time, among others. Specific tasks to this role cover, and are not limited to, the following:

• Strategy for workforce management to support global processes and projects adapting the implementations to the local needs of each country

• Promote a change management strategy to ensure that different global projects are properly implemented and supported by local operations and all workforce management team members in-country

• Ensure all programs are properly monitored and created along with operations and other support areas, the plans to drive efficiencies, staff accordingly, and improve billable versus paid ratios

• Create a strategy to globally ensure coverage with the least amount of resources at a workforce management level

• Drive performance from the team members under the scope to make sure each and everyone is following a development path to ensure continuous improvement.

Requirements:

• Minimum of 1 year of experience in a Management role

• Minimum 1-year experience interfacing with customer senior leadership

• Schedule flexibility

• Leadership

• Results-oriented

• Analysis and decision making

• Demonstrated ability to thrive in a dynamic environment

• Thorough understanding of call center metrics

• Attention to detail

• Excellent verbal and written communication

• People Management

• Logical Thinking 

Knowledge:

• English - B2

•Oral and written comprehension.

•Appropriate use of language.

• Advanced Excel knowledge - Required

• General BPO Knowledge - Required

• Visual Basic - Desirable

• Advanced Call Center Operations Knowledge - Required

• Knowledge of software and applications such as Avaya CMS, IEX, BluePumpkin, Cisco, CIC among others - Desirable

• Payroll Processes - Desirable.

• Advance Strategic Planning - Required  

• Google Drive Management - Required  

Studies & Experience:

• Graduated in the careers of Business Administration, Industrial Engineering, Systems Engineering or related careers - desirable

• Minimum of 2 years of experience as a Manager or above in the Workforce Management department, within the BPO Industry. - Required

• 5 years or above of experience in the WFM department  - Required

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.