As a Senior Manager Workforce Management, 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

• Define and execute the departamental 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

What we expect:

• 7+ years of experience in workforce management, with at least 3 years in a senior leadership role

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

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

• C1+ oral and written English 

• 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 solve complex, operational and organizational problems leveraging the appropriate resources within or outside the department

We will offer:

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture

• Advanced job opportunities in our internationally growing company

• Great office at the city center of Essen

• Positive international working environment

• Fun Floor with PlayStation, table tennis, and much more

• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks

• Attractive employee referral bonus programs

• Intriguing and diverse responsibilities 

Join our team and apply now!

If you are looking to develop your career, join our lovely team. Feel free to submit your CV in English or German including your salary expectations.

We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. 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.

Applicants with special needs will be given preferential consideration if they are equally qualified.

#LI-DNI
#IDJob