Description
As a
Manager Workforce Management, you oversee the operational success of the Workforce Management team. You enable efficient workforce planning, execution, and continuous improvement across all WFM functions to support organizational goals. You manage the performance, drive engagement, and foster development of your team.
- Provide direction to the WFM team, ensuring alignment with company goals and client expectations
- Monitor team performance against key metrics, identify improvement opportunities, and implement corrective actions where needed
- Oversee resource planning, forecasting, scheduling, and intraday management processes to meet business needs effectively
- Manage escalations and collaborate with stakeholders to resolve complex challenges or operational issues
- Develop and implement WFM strategies, policies, and processes to drive efficiency and scalability ensuring alignment with established priorities set by senior management
- Drive innovation and continuous improvement initiatives to enhance WFM processes, tools, and best practices by focusing on the generation of actionable ideas and their execution
- Ensure consistent communication and alignment with internal departments and external stakeholders
- Oversee the performance, engagement, and professional growth of team leaders and their teams
- Actively participate in hiring, onboarding, and succession planning for the WFM function
- Foster a culture of collaboration, accountability, and excellence within the team
Functional Competencies:
- Strong understanding of Workforce Management practices, processes including forecasting, scheduling, and intraday management
- Expertise with workforce management tools (e.g., Verint, IEX) and relevant reporting tools
- Strategic thinking and the ability to translate business goals into actionable WFM plans
- Proficiency in analyzing data and using insights to inform decision-making
- Ability to manage escalations effectively
- Advanced communication and stakeholder management skills to foster collaboration across teams
- Ability to identify and solve problems, understand and recognize broader impact across the department
Qualifications:
- 5+ years of experience in a workforce management; 2+ years of progressive experience in a leadership role, with proven success in managing WFM teams
- Bachelor's degree in Business, Management, or a related field (or equivalent experience)
- B2+ oral and written English
Minimum Requirements For Internal Applicants:
- Should be a regular TELUS Digital Philippines team member
- Should not have any form of disciplinary action in the past 6 months
- Passing scorecard:
- Passing scorecard defined as Objectives + TELUS Values
- Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
- Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
- Should be certified in Explore certification to apply for an Officer - People leader role.
- Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.
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.
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.
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