Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a Workforce Management Manager (m/f/d) for an office located in a very prominent location in Essen, Germany.

The Workforce 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.

You will be responsible for:

• Overall management and direction of the workforce team

• Provide direction to the WFM team, ensuring alignment with company goals and client expectations

• Monitor team performance against key metrics, identify improvement opportunities, and implement corrective actions where needed

• Oversee resource planning, forecasting, scheduling, and intraday management processes to meet business needs effectively

• Manage escalations and collaborate with stakeholders to resolve complex challenges or operational issues

• Develop and implement WFM strategies, policies, and processes to drive efficiency and scalability ensuring alignment with established priorities set by senior management

• Drive innovation and continuous improvement initiatives to enhance WFM processes, tools, and best practices by focusing on the generation of actionable ideas and their execution

• Ensure consistent communication and alignment with internal departments and external stakeholders

• Oversee the performance, engagement, and professional growth of team leaders and their teams

• Actively participate in hiring, onboarding, and succession planning for the WFM function

• Foster a culture of collaboration, accountability, and excellence within the team

What we 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

• Relocation support for candidates based outside of Essen (as applicable)

• 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

We expect:

• 4+ years of experience in workforce management; 1+ years of progressive experience in a leadership role, with proven success in managing WFM teams

• Expert knowledge of workforce management theory and best practice

• Ability to communicate clearly and persuasively both verbally and in writing

• Strong analytical skills and experience in workflow analysis.

• Ability to work as part of the global WFM management.

• Expert level knowledge of MS Excel

• Excellent knowledge of MS, Word and PowerPoint

• Able to travel c. 10%.

• Strong problem solving skills with the ability to quickly identify key issues and provide effective solutions

• Knowledge of regulatory requirements relating to the Contact Centre working environment (ie The working time directive)

• Internal applicants must have line manager approval and a minimum of 12 months tenure in current role

• Bachelor’s degree in Business, Management, or a related field (or equivalent experience)

• C1 oral and written English

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) 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.

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