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WFM Regional Team Leader

Basic Information

Ref Number

Req_00150446

Last day to apply

28-Apr-2025

Primary Location

BG - Sofia - TELUS Tower

Country

Bulgaria

Description and Requirements

Are you ready to take the next step in your career and achieve your next challenge?

If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!

Join our team as a WFM Regional Team Leader and play a key role in driving workforce management excellence. To succeed in this role, you should meet the following requirements:

Requirements: 

  • At least 3 years of Workforce Management experience within the call center / customer 
  • service industry 
  • Minimum of 1 year tenure on the current position. 
  • Experience managing a team desired, not mandatory 
  • Fluency in English 
  • Education: Bachelor's Degree in: Finance, Accounting, Engineering, Business Administration, 
  • Logistics OR three (3) years of Workforce Management experience  

Specific technical skills: 

  • Specialist in workforce management processes, concepts and principles (i.e. Staffing 
  • projections, scheduling, service level analysis, metrics monitoring) - required 
  • Strong knowledge of call center operations and organization 
  • Above average knowledge on MS Office Applications (i.e. MS Word, Excel) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS) 
  • Statistical & financial analysis  

Other Capabilities: 

  • Strong understanding of local country labor laws and regulations 
  • Demonstrated leadership ability 
  • Ability to demonstrate innovation and good judgment / problem solving skills when making 
  • decisions. 
  • Ability to establish a course of action for self and others to accomplish a specific goal while 
  • using appropriate resources. 
  • Ability to multitask, adapt to change, and achieve results with accuracy and precision. 
  • Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy 
  • and time management 
  • Strong team player with demonstrated ability to influence key stakeholders 
  • Adaptive to changing work schedules and working hours. 
  • Customer Orientation 
  • Results Oriented 
  • Must be able to respond quickly and intelligently in a fast paced environment, making 
  • calculated decisions under pressure 
  • Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment 
  • Negotiation skills 
  • Excellent oral and written communication skills 

    Does it sound like the perfect job for you? Apply now!

About us: TELUS Digital Bulgaria is a publicly traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,200 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.

Language Reference
English

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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