Personnel and Resource Senior Manager (m/f/d)

TN Germany; Duisburg; Vor Ort; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

A leading company in Duisburg is seeking a Senior Manager Workforce Management to oversee multiple teams and drive operational excellence. This role involves collaborating with senior stakeholders, managing performance, and implementing innovative solutions in a dynamic environment. The ideal candidate will have extensive experience in workforce management and strong leadership skills, along with a commitment to fostering team development.

Leistungen

Dynamic, multicultural team

Opportunities for career growth

Modern office in Duisburg city center

Fun amenities (PlayStation, table tennis)

Free drinks and healthy snacks

Employee referral bonuses

Qualifikationen

• 7+ years in workforce management, including 3+ years in senior leadership.
• Proven success in large-scale WFM initiatives and process improvements.

Aufgaben

• Define and execute departmental plans aligned with WFM strategy.
• Oversee the end-to-end WFM process cycle, including forecasting and scheduling.
• Lead, mentor, and develop WFM managers and their teams.

Kenntnisse

Leadership

Stakeholder Management

Analytical Skills

Communication

Ausbildung

Bachelor’s degree in business, management, or related field

Advanced degrees preferred

Tools

Verint

IEX

Jobbeschreibung

Job Title: Senior Manager Workforce Management (m/f/d), Duisburg

Client: TELUS International

Location: Duisburg, Germany

Job Category: Other

EU work permit required: Yes

Job Description:

As a Senior Manager Workforce Management, you will provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. You will collaborate with senior stakeholders to influence decision-making and ensure the WFM function delivers maximum value. You will manage performance, drive engagement, and foster development of WFM leaders, while implementing best practices and innovative solutions.

Key Responsibilities:

1. Define and execute departmental plans aligned with WFM strategy and client requirements.
2. Oversee the end-to-end WFM process cycle, including forecasting, scheduling, intraday management, and reporting.
3. Monitor key WFM metrics, analyze trends, and identify risks and opportunities.
4. Act as the primary contact for senior leadership, providing insights and recommendations.
5. Manage escalations and resolve complex challenges.
6. Drive standardization and alignment of WFM processes, tools, and practices across regions.
7. Lead the implementation of new tools, technologies, policies, and procedures.
8. Collaborate with cross-functional teams to ensure seamless WFM process integration.
9. Participate in strategic planning, budgeting, and resource allocation.
10. Lead, mentor, and develop WFM managers and their teams.

Core Competencies:

• Customer support focus, embracing technology, self-development.
• Leadership, change management, team building, stakeholder management.

Qualifications and Experience:

• 7+ years in workforce management, including 3+ years in senior leadership.
• Proven success in large-scale WFM initiatives and process improvements.
• Bachelor’s degree in business, management, or related field; advanced degrees preferred.
• Proficiency in English (C1+ level).
• Deep knowledge of WFM principles, methodologies, and tools (e.g., Verint, IEX).
• Strong analytical skills and data-driven decision-making.
• Excellent communication and stakeholder management skills.
• Ability to manage complex environments and deliver results under tight deadlines.

What We Offer:

• Dynamic, multicultural team with flat hierarchies and a friendly workplace culture.
• Opportunities for career growth in a global company.
• Modern office in Duisburg city center.
• International working environment with fun amenities (PlayStation, table tennis, etc.).
• Benefits such as free drinks, healthy snacks, employee referral bonuses, and more.

Interested candidates are encouraged to submit their CV in English or German, including salary expectations. We offer virtual interviews and a digitized recruitment process.

About TELUS Digital:

One of the world’s leading providers of CX and digital services, with over 70,000 employees worldwide, delivering services in more than 50 languages.

Equal Opportunity Employer:

We value diversity and are committed to creating an inclusive workplace. All employment decisions are based on qualifications, merits, and performance. Applicants with special needs will be given preferential consideration if qualified.