Regional Manager for the Workforce Management team

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. 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. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. 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, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

We are looking for a new Regional Manager for the Workforce Management team!

The ideal candidate:

Between 3 to 5 years experience in a multi-site environment including managing or supporting forecasting, scheduling, and real-time management strategies
Advanced knowledge of the BPO call center industry
Strong team building skills
Strong ability to lead and partner in cross-functional teams
Demonstrated experience managing team members in remote locations
Knowledge of workforce management theory and best practice
Strong knowledge of multiple workforce management platforms
Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs
Ability to communicate clearly and persuasively both verbally and in writing
Ability to present complex ideas and situations in ways that are readily understandable by non-experts
Willingness to work a flexible schedule when needed (standard working hours are Monday - Friday, 9:00 -18:00 EET)
Willingness for 10-20% travel
Relevant degree preferred
Line adherence and productive model experience

The role will report globally and will have as main responsibilities to:

Manage multiple WFM teams in various locations
Lead and participate in cross-functional teams for global and regional efforts
Ensure that appropriate call center schedules are designed, implemented, and released on time
Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions
Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities
Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness
Create and maintain reports from workforce management platform and other sources
Align individual, team, and company goals through implementation of effective rewards and recognition
Participating in the budget exercise active
Making sure there is a consistent process across all projects from a WFM perspective
Work on the team engagement and on developing their skills and participate actively on the career growth of WFM analysts
Work with Customer/OPS/WFM Director on initiatives to support new business growth
Guarantee proper escalation paths are followed
Organize coaching, one to ones with the direct team

We offer:

Multilingual exposure – we serve international clients daily
Positive environment – we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
Community projects – we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!
Private medical insurance coverage benefit from a Professional package
Meal tickets shall be granted monthly
Special discounts provided by our partners in different industries (Banking, Telecom, Gym & Fitness)