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Manager, Workforce Management - Vertis North

Informations de base

Ref Number

Req_00158062

Site principal

PH - Manila - Vertis North CC - Tower 3

Pays

Philippines

Types d'emploi

Support Positions

Work Style

On Site

Description et exigences

  • 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


Qualifications:

  • 5+ years of experience in a workforce management; 2+ years of progressive experience in a leadership role, with proven success in managing WFM teams  

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

  • B2+ oral and written English

Description supplémentaire du poste

As a Manager Workforce Management, you oversee the operational success of the Workforce Management team. You enable efficient workforce planning, execution, and continuous improvement across all WFM functions to support organizational goals. You manage the performance, drive engagement, and foster development of your team.

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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