Are you looking to develop your career and take on larger responsibilities in an exciting and growing business environment? We have the perfect job for you. We are currently looking for a Workforce Management Team Manager (m/f/d) for our offices in Riga, Latvia

Your benefits:

• Competitive Salary: Earn 1,960 EUR gross.

• Health Coverage:  Private health insurance after 3 months of probation period.

• Well-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.

• Modern Workspace: Work in a great office in Riga, featuring modern workspaces

• Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.

• Team Spirit: Participate in social gatherings, sports events, team-building activities and receive a bonus for referring new employees.

• Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.

• Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.

Your responsibilities:

• Leader Support: Ensure team tasks and deliverables are performed accurately and in a timely manner. Establish performance objectives for all resources. Develop WFM staff in a functional area of expertise.

• Coordination with Operations:  Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines. Guarantee proper escalation paths are followed.

• Improvement and Support: Recommend, implement and ensure that processes being utilized follow industry best practices. Conduct impact and trend analysis to recommend solutions that drive cost effective strategies. Work with Customer on initiatives to support new business growth. 

Your skills:

• Experience: At least three 3 years of Workforce Management experience within the call center / customer service industry. Experience managing a team. BPO experience is a plus.

• Language Skills: English C1 required.

• Work related skills: Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring). 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. Willingness to work 1 out of 4 weeks in night shift plus 2 weekends per month.

Join Us and Be the Voice that Drives Success!

Equal Opportunity Employer 

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. 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. Applicants with special needs will be given preferential consideration if they are equally qualified.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

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