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Logo Telus International

Manager, Workforce Management - Vertis North

Základné informácie

Ref Number

Req_00158062

Primárna lokácia

PH - Manila - Vertis North CC - Tower 3

Krajina

Filipíny

Typy zamestnania

Support Positions

Work Style

On Site

Opis a požiadavky

  • 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

Ďalší popis práce

Ensures that service level targets are met across all accounts through proper scheduling of Call Center Operations personnel of the company.  Responsible for FTE forecasting in order to meet targets based on call volume projections, subsequently coordinating the established targets to Human Resources and Training.  Analyzes and plans for proper seating requirements based on call volume and current existing manpower.

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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