WFM Team Leader (m/f/d)

TELUS International; Essen; Vor Ort; EUR 50.000 - 70.000; Vollzeit

Zusammenfassung

A leading customer experience provider in Essen is seeking a Workforce Manager to enhance team performance and manage operational processes. Ideal candidates will have a minimum of three years in workforce management, strong knowledge of call center operations, and leadership experience. The role offers dynamic team settings, advanced job opportunities, and appealing office benefits, including relocation support for candidates from outside Essen.

Leistungen

Relocation support

Employee referral bonus

Fun work environment with games

Regular fruit deliveries

Free drinks

Qualifikationen

• At least three years of Workforce Management experience in call centers.
• Experience managing a team.
• Specialist in workforce management processes.

Aufgaben

• Ensure team tasks are performed accurately and timely.
• Establish performance objectives for resources.
• Conduct impact and trend analysis for cost-effective strategies.

Kenntnisse

Workforce Management experience

Team management

Knowledge of call center operations

MS Office Applications proficiency

Statistical & financial analysis

Tools

Verint

IEX

CMS

Jobbeschreibung

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Our team is currently seeking reinforcement as a

Overview of tasks:

Ensure team tasks and deliverables are performed accurately and in a timely manner

Establish performance objectives for all resources

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

Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines

Work with Customer on initiatives to support new business growth

Guarantee proper escalation paths are followed

Develop WFM staff on functional area of expertise

What we expect:

At least three 3 years of Workforce Management experience within the call center / customer service industry

Experience managing a team

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)

BPO experience is a plus

Statistical & financial analysis

Willingness to work 1 out of 4 weeks in night shift plus 2 weekends per month

We will offer:

Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture

Advanced job opportunities in our internationally growing company

Great office at the city center of Essen

Relocation support for candidates based outside of Essen (as applicable)

Positive international working environment

Fun Floor with PlayStation, table tennis, and much more

Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks

Attractive employee referral bonus programs

Intriguing and diverse responsibilities

Join our team and apply now!

If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.

We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

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.

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.

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Our team is currently seeking reinforcement as a

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.