Regional Manager for the Workforce Management team

Angajator: TELUS International
  • Customer support - Client service
  • IT Software
  • Management - Consultanta
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 16.10.2021
    Scurta descriere a companiei

    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 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.

    With more than 50,000 team members as well as delivery centers across North and Central America, Europe and Asia, TELUS International serves clients in +50 languages, partnering with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.


    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

    Alte informatii

    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)