As a Workforce Management Training Manager, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision-making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You manage the performance, drive engagement, and foster development of WFM leaders, while ensuring the implementation of best practices and innovative solutions.

Key Responsibilities:

• The ideal candidate would have experience managing a small team of trainers while also being comfortable taking initiative and working as an individual contributor.

• The main focus of the role will be to accelerate the development of training materials, leveraging AI tools to enhance speed and quality. Additionally, we are looking for someone with strong expertise in effective training delivery methods and learning methodologies.

• An important aspect of the role is also change management. The ideal candidate must be experienced in this area, capable of leading and collaborating closely with the project management team on change initiatives.Define and execute the departmental plans in alignment with Workforce Management strategy and client requirements 

• Oversee the end to end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy

• Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement

• Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions

• Manage escalations, resolve complex challenges, and provide guidance on critical decision-making

• Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution

• Lead the implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals

• Collaborate with cross-functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes

• Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency

• Lead and mentor WFM managers and their teams, ensuring a high performance culture and continuous professional growth

Core competencies:

• Giving support, focusing on customers, embracing technology, managing self-development

Leadership competencies: 

• Providing leadership, leading change, building effective teams, managing stakeholders

Functional Competencies:

• Comprehensive knowledge of Workforce Management principles, methodologies, and best practices

• Expertise in WFM tools (e.g., Verint, IEX), data analysis platforms, and reporting

• Strong analytical skills with the ability to translate data into actionable strategies

• Exceptional communication, presentation and stakeholder management skills, with the ability to influence and negotiate at senior levels

• Proven ability to manage complex, multi-client environments and drive results under tight deadlines

• Ability to identify and solves complex, operational and organizational problems leveraging the appropriate resources within or outside the department

Qualifications:

• 5+ years of experience in workforce management.

• Proven track record in driving large-scale WFM initiatives and process improvements - Mandatory

• Bachelor’s degree in business, management, or a related field (or equivalent experience); advanced degrees preferred - Desirable

• B2+ oral and written English - Mandatory

If you have questions or comments about this open position write to:
tica_stepup_recruitment@telusinternational.com