TELUS International - Las Vegas

  • Call Center Workforce Manager

    ID
    2017-1651
    # of Openings
    1
    Category
    Workforce Management
    Location : City
    Las Vegas
  • TELUS The Future Is Friendly

    Birds on a Wire

    Position Overview:

    This position oversees the workforce management function and staff across multiple sites and lines of business to ensure that service level, financial, and other KPIs are met.  This role includes managing teams with responsibilities for forecasting, capacity planning, scheduling, and real-time execution in partnership with local, regional, and global teams.  It emphasizes creative scenario planning, active leadership, proactive communication with internal and external partners, rapid real-time responses, and strategic development of team members, tools, and processes.

    Relocation package available.



    Specific Responsibilities May Include:

    • The role will be designated as the US workforce lead
    • Manage multiple WFM teams in various locations
    • Manage across multiple accounts in a mix of global, regional, and local operations
    • Lead and participate in cross-functional teams for global, regional, and local efforts
    • Ensure that appropriate call center schedules are designed, implemented, and released on time
    • Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions
    • Ensure that all WFM team members understand their responsibilities and the business impact of their roles, recommendations, and decisions
    • Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities
    • Recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness
    • Create and maintain reports from workforce management platform and other source
    • Align individual, team, and company goals through implementation of effective rewards and recognitions

     

    Required Experience, Skills & Competencies:

    • Minimum 5 years’ experience in a multi-site environment including managing forecasting, scheduling, and real-time at an enterprise level
    • Strong team building skills
    • Strong ability to lead and partner in cross-functional teams
    • Demonstrated experience managing team members in remote locations
    • Expert knowledge of workforce management theory and best practice
    • Advanced knowledge of the BPO call center industry
    • Strong knowledge of multiple workforce management platforms
    • Working knowledge of multiple telecom and other channel platforms
    • Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs
    • Ability to apply quantitative analysis techniques, including statistical modeling
    • Ability to communicate clearly and persuasively both verbally and in writing
    • Ability to present complex ideas and situations in ways that are readily understandable by non-experts
    • Willingness to work a flexible schedule
    • Willingness for 10-20% travel

    Preferred Experience, Skills & Competencies:

    • Relevant degree preferred

    TELUS Values

    TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

    • We embrace change and initiate opportunity
    • We have a passion for growth
    • We believe in spirited teamwork
    • We have the courage to innovate

    At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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