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..
List of Functional 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
Educational Attainment
Bachelor's degree in Business, Management, or a related field (or equivalent experience).
Certification/s required
Thomas PPA (Behavioral):
- Match is scored from 1 to 5 stars.
- A minimum of 3 stars is generally considered acceptable.
- Operations defines the exact fit % threshold for each role.
Thomas GIA (Cognitive):
- Scores compared against ideal percentile ranges for the role.
- Gaps are reviewed to determine if they are critical or trainable.
Years of relevant experience
3+ years of experience in workforce management or a related area
Technical/Niche skillset required
- Leadership experience: This is the primary skill. Look for candidates with direct team leadership experience. Their resume should show a progression from a hands-on role to a management role.
- People skills: The ability to motivate, engage, and develop team members is crucial. Ask about their management style, how they handle underperformance, and how they celebrate success.
- WFM Knowledge: They need a good understanding of WFM to be credible with their team. Ask them to explain a few key WFM concepts and how they would use them to guide their team.
- Problem solving: A leader needs to be able to troubleshoot and make decisions. Ask them to describe a time they had to solve a team-wide problem or a difficult operational issue.
- Communication: Assess their ability to communicate effectively with both their team and with other departments. Look for clarity and an ability to build relationships.
Non - Technical skills required for the role
List of soft skills required
- 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
- Ability to identify troubleshoot and resolve day-to-day technical and operational problems
TELUS Digital Values
Individual Objectives
TELUS Digital Performance Program aims to have a positive impact not only on the success of the business, but also on the personal growth and development of Team Members. As part of the program, Team Members are to set individual objectives that align their personal ambitions with company priorities. People Leaders will support their Team Members growth with frequent meaningful check-ins and feedback. Each Team Member's progress will be documented annually with the year-end review.
You may visit the workday article here
Values
Our values are the cornerstone of our culture, reflecting who we are as a team. This will also guide how we interact with each other, our customers and communities. By implementing this, we help foster innovative ways of thinking to deliver better insights, decisions and solutions. This will shape our people practices, from hiring, recognition to performance assessment.
TELUS has 3 sets of values:
- We passionately put our customers and communities first.
- We embrace change and innovate courageously.
- We grow through spirited teamwork.
To know more about our TELUS Digital Values, visit our cosmos page here by logging in using your @telusinternational.com [not @telusdigital] email
