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WFM Business Partner (Manager Level)

Basic Information

Ref Number

Req_00156313

Primary Location

PH - Manila - Vertis North CC - Tower 3

Państwo

Filipiny

Job Type

Support Positions

Work Style

On Site

Description and Requirements

As an WFM Business Partner you align workforce management strategies with overall business objectives.  You serve as an advisor and liaison between the workforce management function supporting a medium sized account or a group of small accounts and other business units or clients.
  • Oversee a medium size account or a group of small accounts, acting as a primary point of contact for internal stakeholders or external clients
  • Work closely with clients or internal stakeholders to understand business needs and ensure that the workforce management approach meets and exceeds their expectations for delivery and quality

  • Ensure proper resource allocation and cost management across the designated accounts

  • Optimize WFM performance for the designated accounts by continuously addressing opportunities, enhancing processes, and mentoring the team on processes and technical skills

  • Resolve process bottlenecks and remove obstacles in collaboration with other WFM or other functional teams 

  • Provide functional leadership to Resource Planners, Schedulers and Real Time Analysts

Core competencies: Giving support, focusing on customers, embracing technology, managing self-development


Leadership competencies: No people management accountabilities


Functional competencies

  • In-depth knowledge of WFM processes and best practices

  • Ability to lead other to resolve complex problems, using sophisticated analytical thought to exercise thought and identify innovative solutions

  • Strong stakeholder/ client management skills

  • Knowledge of resource/ budget creations and execution

Qualifications

  • 5+ years of progressive experience in Workforce Management

  • Bachelor’s degree or equivalent

  • CEFR B2 oral and written English

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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