Are you ready to take the next step in your career and achieve your next challenge?

If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!

Join our team as a WFM Regional Team Leader and play a key role in driving workforce management excellence. To succeed in this role, you should meet the following requirements:

Requirements: 

• At least 3 years of Workforce Management experience within the call center / customer 
• service industry 
• Minimum of 1 year tenure on the current position. 
• Experience managing a team desired, not mandatory 
• Fluency in English 
• Education: Bachelor's Degree in: Finance, Accounting, Engineering, Business Administration, 
• Logistics OR three (3) years of Workforce Management experience  

Specific technical skills: 

• Specialist in workforce management processes, concepts and principles (i.e. Staffing 
• projections, scheduling, service level analysis, metrics monitoring) - required 
• Strong knowledge of call center operations and organization 
• Above average knowledge on MS Office Applications (i.e. MS Word, Excel) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS) 
• Statistical & financial analysis  

Other Capabilities: 

• Strong understanding of local country labor laws and regulations 
• Demonstrated leadership ability 
• Ability to demonstrate innovation and good judgment / problem solving skills when making 
• decisions. 
• Ability to establish a course of action for self and others to accomplish a specific goal while 
• using appropriate resources. 
• Ability to multitask, adapt to change, and achieve results with accuracy and precision. 
• Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy 
• and time management 
• Strong team player with demonstrated ability to influence key stakeholders 
• Adaptive to changing work schedules and working hours. 
• Customer Orientation 
• Results Oriented 
• Must be able to respond quickly and intelligently in a fast paced environment, making 
• calculated decisions under pressure 
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment 
• Negotiation skills 
• Excellent oral and written communication skills 
  
  

  Does it sound like the perfect job for you? Apply now!