Team Leader Workforce Management

TELUS Digital; Dadri; On-site; INR 700,000 - 1,200,000; Full time

Benefits offered by this job

Annual Bonus

Cab facility (Pick up & Drop)

Medical Insurance

Life Insurance

Job summary

Ideal candidates have 3+ years in WFM, strong analytical and communication skills, and are comfortable with night shifts as part of a dynamic, fast-paced setting.

Qualifications

• Bachelor's degree required.
• 3+ years in workforce management or related area.
• Strong understanding of WFM principles and practices.
• Ability to guide and support team members in their WFM roles.
• Proficiency in relevant WFM software/tools.
• Attention to detail and accuracy in overseeing tasks.
• Knowledge of WFM tools such as IEX, Aspect, NICE, Verint, Genesys, etc.
• Excellent analytical, communication and coordination skills.
• Ability to work in fast-paced environments and manage multiple tasks.
• Strong stakeholder/client management skills.
• Comfortable working in night shifts.

Responsibilities

• Set priorities for the team and monitor day-to-day task completion.
• Facilitate effective communication within the team and with other departments.
• Conduct regular one-on-one meetings to drive high performance and development.
• Coordinate resources to enhance team members' skills and knowledge.
• Monitor and manage team morale and address issues impacting performance.
• Implement and uphold company policies, procedures and best practices.
• Participate in recruitment and onboarding processes for new team members.

Skills

WFM experience

Team leadership

Analytical skills

Communication

Coordination

Night shifts

Multitasking

WFM tools

Education

Bachelor's Degree

Tools

IEX

Aspect

NICE

Verint

Genesys

Job description

Description

As a Team Leader Workforce Management you lead a team of professionals to deliver Workforce Management services to optimize operations. You manage the performance, drive engagement, and foster development of your team.

Roles & Responsibilities

• Set priorities for the team and monitor day to day task completion
• Facilitate effective communication within the team and with other departments
• Conduct regular one-on-one meetings with team members to discuss and drive high performance, address concerns, and manage their development
• Coordinate resources to enhance team members' skills and knowledge
• Monitor and manage team morale, addressing any issues that may impact team dynamics or performance
• Implement and uphold company policies, procedures, and best practices within the team
• Participate in recruitment and onboarding processes for new team members

Required Skills & Qualifications

• Bachelor's Degree (Graduation is mandatory).
• 3+ years of experience in workforce management or a related area
• Good understanding of workforce management principles and practices
• Ability to guide and support team members in their WFM roles
• Proficiency in relevant software and tools used in WFM operations
• Strong attention to detail and accuracy in overseeing team tasks
• Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Strong stakeholder/ client management skills
• Comfortable working in night shifts.

Perks & Benefits

• Annual Bonus
• Cab facility (Pick up & Drop)
• Medical Insurance
• Life Insurance

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.