Position Overview:

The WFM 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. 

Key responsibilities:

• Overall management and direction of the workforce team

• Establish a partnership relationship with the client and internal stakeholders

• Ensure client goals are met by forecasting and directing scheduling and staffing levels

• Provide advice to management on the most efficient and cost-effective strategies to deliver on service-level agreements.

• Establish performance objectives for direct reports

• Ensure the report accuracy by the WFM team

• Ensure the team accurately tracks and manages call center schedule adherence

• Ensure client goals are met by forecasting and directing scheduling and staffing levels

• Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met.

• Conduct analysis and recommend solutions 

• Coordinate with the Account Manager to interface with clients and handle account management issues.

• Manage the reporting and scheduling to best suit the client’s needs.

• Assure process standardization within the WFM teams to streamline data management

• Meet department budget goals by controlling costs for equipment and personnel

• Coach and develop a high-performance team through organizational leadership

• Analyze past volume and staffing patterns and based on the forecast provided by the client, propose the staffing plan to ensure service goals are met.

• Work with the Senior Management team on initiatives to support new business growth and overall operations.

• Responsible for performance appraisals of all direct reports

• Ensure program financials are met (Gross margin and EBITDA), controlling costs 

• Review call center statistics and provide recommendations.

• Maintain the correct staffing levels

• Standardizing of processes

• Assist with special projects and other duties as assigned.

Requirements:

• Flexibility of Schedules

• Experience in global operations is a plus

Core Competencies:

• Managing self-development

• Embracing technology

• Focusing on customers

• Giving support

Leadership Competencies:

• Providing leadership and adaptability to changes

• Leading change through analysis and strategy

• Building effective teams through development

• Managing stakeholders and achieving Customer Excellence

Functional competencies:

• Excel - Advanced

• Google Docs - Advanced

• Call Center Operations Knowledge - Advanced 

• Microsoft Office - Advanced

• Knowledge of software and applications such as Avaya CMS & Verint - Knowledgeable

• Strategic Planning - Advanced   

• WFM knowledge test will be required.

Qualifications:

• English - B2

•Oral and written comprehension.

•Appropriate use of language.

• Graduate in the careers of: Business Administration, Industrial Engineering, Systems Engineering, or related careers - Desirable

• Any proven experience in WFM systems & leadership courses is a plus

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.