Basic Information

Ref Number

Req_00150350

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Additional Locations

SV - Antiguo Cuscatlan - Torre Emblema, SV - Santa Tecla - Plaza Merliot

Država

El Salvador

Job Type

Support Positions

Work Style

On Site

Description and Requirements


 

Position Overview:

The WFM Manager is responsible for the overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. 


Key responsibilities:

 
  • Overall management and direction of the workforce team

  • Establish a partnership relationship with the client and internal stakeholders

  • Ensure client goals are met by forecasting and directing scheduling and staffing levels

  • Provide advice to management on the most efficient and cost-effective strategies to deliver on service-level agreements.

  • Establish performance objectives for direct reports

  • Ensure the report accuracy by the WFM team

  • Ensure the team accurately tracks and manages call center schedule adherence

  • Ensure client goals are met by forecasting and directing scheduling and staffing levels

  • Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.

  • Conduct analysis and recommend solutions 

  • Coordinate with the Account Manager to interface with clients and handle account management issues.

  • Manage the reporting and scheduling to best suit the client’s needs.

  • Assure process standardization within the WFM teams to streamline data management

  • Meet department budget goals by controlling costs for equipment and personnel

  • Coach and develop a high-performance team through organizational leadership

  • Analyze past volume and staffing patterns and based on the forecast provided by the client, propose the staffing plan to ensure service goals are met.

  • Work with the Senior Management team on initiatives to support new business growth and overall operations.

  • Responsible for performance appraisals of all direct reports

  • Ensure program financials are met (Gross margin and EBITDA), controlling costs 

  • Review call center statistics and provide recommendations.

  • Maintain the correct staffing levels

  • Standardizing of processes

  • Assist with special projects and other duties as assigned.

 

Requirements:

  • Flexibility of Schedules

  • Experience in global operations is a plus

 

Core Competencies:

  • Managing self-development

  • Embracing technology

  • Focusing on customers

  • Giving support

 

Leadership Competencies:

  • Providing leadership and adaptability to changes

  • Leading change through analysis and strategy

  • Building effective teams through development

  • Managing stakeholders and achieving Customer Excellence

 

Functional competencies:

  • Excel - Advanced

  • Google Docs - Advanced

  • Call Center Operations Knowledge - Advanced 

  • Microsoft Office - Advanced

  • Knowledge of software and applications such as Avaya CMS & Verint - Knowledgeable

  • Strategic Planning - Advanced   

  • WFM knowledge test will be required.

 

Qualifications:

  • English - B2

•Oral and written comprehension.

•Appropriate use of language.

  • Graduate in the careers of: Business Administration, Industrial Engineering, Systems Engineering, or related careers - Desirable

  • Any proven experience in WFM systems & leadership courses is a plus

 



 

 

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.

 

Additional Job Description

The WFM Manager is responsible for the overall management and direction of the workforce team. Ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitors service levels and directs real-time forecasting to meet service levels. 


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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