WFM Team Leader (m/f/d)

TELUS International; Deutschland; Vor Ort; EUR 40.000 - 70.000; Vollzeit

Zusammenfassung

A leading company in customer experience is seeking a Workforce Management specialist to join their team. This role involves managing a team to ensure performance and process adherence in a dynamic environment. Ideal candidates will have substantial experience within the call center sector and the ability to work in a multicultural team.

Leistungen

Relocation support

Positive international working environment

Fun Floor with amenities

Appealing benefits

Employee referral bonus programs

Qualifikationen

• At least three years of Workforce Management experience in customer service.
• Specialist in workforce management processes like staffing projections and scheduling.
• Willingness to work night shifts and weekends.

Aufgaben

• Ensure team tasks and deliverables are performed accurately.
• Conduct impact and trend analyses.
• Develop WFM staff on functional expertise.

Kenntnisse

Workforce Management experience

Team management

Strong knowledge of call center operations

Statistical & financial analysis

Knowledge of call center specific software

Tools

MS Office Applications

Google suite

Verint

IEX

CMS

Jobbeschreibung

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Our team is currently seeking reinforcement as a

Overview of tasks:

1. Ensure team tasks and deliverables are performed accurately and in a timely manner
2. Establish performance objectives for all resources
3. Recommend, implement, and ensure that processes being utilized follow industry best practices
4. Conduct impact and trend analysis to recommend solutions that drive cost-effective strategies
5. Coordinate and align with Operations & WFM Leadership on scope, processes, and guidelines
6. Work with Customer on initiatives to support new business growth
7. Guarantee proper escalation paths are followed
8. Develop WFM staff on functional area of expertise

What we expect:

• At least three 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 of MS Office Applications (MS Word, Excel) & Google suite (spreadsheets, data studio, slides, etc.) as well as call center specific software (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! Please 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 a leading provider of customer experience (CX) and digital services with over 70,000 team members worldwide, delivering customer service in more than 50 languages for international partners.

Equal Opportunity Employer

TELUS Digital values diversity and provides equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion, political beliefs, sex, or sexual orientation. We are committed to creating a diverse and inclusive workplace. Applicants with special needs will be given preferential consideration if qualified.

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