Strategic Workforce Management Leader

TELUS Digital; Las Vegas (NV); On-site; USD 120,000 - 150,000; Full time

Job summary

TELUS Digital is seeking a Manager Workforce Management to lead the WFM function, driving forecasting, scheduling, and intraday management. You will guide a team, set priorities, and translate business goals into actionable WFM plans with a focus on efficiency and scalability.

You will develop talent, manage stakeholder relationships, and oversee hiring, onboarding, and succession planning while fostering a culture of accountability and continuous improvement across teams.

Qualifications

• 5+ years of experience in workforce management and 2+ years in a leadership role.
• Bachelor's degree or equivalent experience in a related field.
• B2+ English — oral and written communication.

Responsibilities

• Provide direction to the WFM team and align with goals and client expectations.
• Monitor performance against metrics and implement improvements.
• Oversee forecasting, scheduling, intraday management, and resource planning.
• Manage escalations and collaborate with stakeholders to resolve issues.
• Develop and implement WFM strategies, policies, and processes for efficiency and scalability.
• Drive continuous improvement and innovation in WFM tools and processes.
• Communicate with internal departments and external stakeholders.
• Oversee leaders and teams, with hiring, onboarding, and succession planning.
• Foster collaboration, accountability, and excellence within the team.

Skills

Workforce Management

Leadership

Strategic thinking

Data analysis

Stakeholder management

Communication

Education

Bachelor's degree in Business/Management or related field

Tools

Verint

IEX

Nice IEX

Job description

TELUS Digital is seeking a Manager Workforce Management to lead the WFM function, driving forecasting, scheduling, and intraday management. You will guide a team, set priorities, and translate business goals into actionable WFM plans with a focus on efficiency and scalability.

You will develop talent, manage stakeholder relationships, and oversee hiring, onboarding, and succession planning while fostering a culture of accountability and continuous improvement across teams.