Director Workforce Management , TELUS Digital

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The Director Workforce Management oversees the workforce management function and staff across multiple countries 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.

The role is designated as the Workforce Management (WFM) Lead for Europe and India and will be a direct report to the Senior Director for Workforce Management.

Profile required:

Minimum 5 years’ experience in a multi-site environment including managing forecasting, scheduling, and real-time at an enterprise level.

Bachelor’s degree required, Finance, Accounting, or Operations Preferred.

Proven ability to partner across all levels of a complex organization.

Strong ability to lead and partner in cross-functional teams.

Demonstrated experience managing team members in remote locations.

Advanced knowledge of the BPO call center industry.

Strong knowledge of multiple workforce management platforms.

Working knowledge of multiple telecoms and other channel platforms.

Familiarity with Lean, Agile, Six Sigma or other continuous improvement programs.

Ability to apply quantitative analysis techniques, including statistical modelling.

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.

Expert knowledge of workforce management theory and best practice, including modelling within a highly complex business environment and/or contact center management modelling is beneficial.

Strong financial and business acumen. Able to translate operational performance into financial implications.

Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives.

Leverages data to drive decisions and influence future strategies. Can clearly articulate points of view and provides compelling rationale to influence decisions. Solid analytical skills coupled with the ability to seek out root cause and explain impacts to business performance.

Understanding and anticipating customer needs. Making sound decisions. Developing sound strategies to improve results. Playing a critical role in quantification and measurement of operating efficiencies.

Willingness to work a flexible schedule, including 25-30% travel.

Responsibilities:

Partner with other WFM Regional leaders to recommend and develop procedural and operational guideline changes to improve efficiency and effectiveness while ensuring consistent global process while managing local regulations and requirements.

Lead end to end WFM functions: capacity and resource planning, scheduling, real-time monitoring, and analytics.

Represent the company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities.

Proactively participate in strategic planning conversations with regards to future operational staff needs.

Be accountable for translating the staffing implications of strategic initiatives.

Support project planning for investment initiatives for work through staffing models regarding assessment of baseline performance, productivity improvements, and volume analyses.

Lead annually operating plan/budget and outlook process with regards to the development of variable staffing. Partner closely with Finance to translate financial impacts.

Create a high performing culture. Engage and coaches employees. Set expectations and hold the team accountable. Clarify job requirements and select the best people for them. Use recognition and rewards to motivate and retain individuals. Motivate, build respect and instill performance driven ethics. Coaching and developing for high performance.

Be able to manage multiple priorities and aggressive timelines.

Partner with Operations Leaders, HR, Recruiting and Learning to develop and execute on hiring needs, with consideration of financial, strategic, and tactical implications.

Lead translation of business objectives into executable plans with emphasis on resource optimization and service level delivery. Accountable for general oversight of forecasting daily and interval level workload to efficiently and effectively meet customer demands.

Lead change. Embrace changes, keep employees informed, and remain focused on business results. Partner across an enterprise to build synergies and share best practices across the Global WFM Team.

Leverage WFM knowledge assists in sales and solutions activities including Lead new business Integrations, monitor and guide RFP process, and offer proactive client solutions.

Maintain expertise regarding workforce management industry best practices and trends.

Comply with the internal rules and regulations of the Company.

TELUS Digital

4.27

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Why TELUS Digital

TELUS Digital focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions.

With team members in delivery centers across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

The company's solutions cover customer experience, digital transformation, content moderation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling all stages of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, and healthcare industries.

The company serves clients in over 50 languages. TELUS holds a ~63% interest in TELUS Digital with Baring Private Equity Asia and Competence Call Center management holding the remaining ~33% and ~3%, respectively. Learn more at:

No matter your position in our company, you will take part in shaping the future of customer care. If you choose Customer Care Support, you will master the skills of effective communication, problem solving, customer service, and strong cultural awareness.

You will have the opportunity to be part of something big and change lives through technology, amazing people and a strong brand like TELUS Digital.

Why work for TELUS Digital

Step up your career

At TELUS Digital, we offer more than just jobs - we offer careers. When you join us, you are taking an important step in your success journey. We are going to challenge you, invest in you, train you, and prepare you for the next level in your career.

Part of our philosophy is to promote from within. Over 70% of our managerial team started as front line customer service professionals. With more than 500 promotions since, TELUS Digital is the place to build a career.

Develop personally and professionally

We have designed and created programs that will help you on every step of your personal and professional development journey.

Positioning you for success at the very beginning of your career is critical. Through our internal training programs, we provide a foundation of learning that enhances your onboarding experience and provides the necessary building blocks to hit the ground running in your new job.

Work when it’s best for you

With our flexible schedule, you can work day or night, in four, six or eight hour shifts. Team members working at night can still take advantage of our fun and social environment with benefits such as free coffee, play and relax areas, a library, and much more. Plus, when your night shift is over, your taxi drive home is covered by the company.

Enjoy an inspiring workplace

Convenience is also something very important to us. Our offices are easily accessible via public transportation so you don’t waste precious time in traffic. You can come to work and go back home by subway or by one of the 12 different tram and bus lines available.

Located right next to the largest shopping mall in Romania, AFI Palace Cotroceni, our offices are only a few steps away from 300 stores, a cinema complex with 20 screens, over 30 restaurants, a hypermarket open daily until 1 ., a 2,000 sqm fitness club, two kids’ playgrounds, video games, laser Max, a roller coaster, the largest ice rink arena in Romania and the only adventure park in a shopping center!

Help leave the world better than you found it

Do you want to join an organization that gives back to the community and enables you to make a difference? TELUS Digital has award-winning Corporate Social Responsibility (CSR) programs, as we understand the relationship between the success of our company and the wellbeing of our community.

“We give where we live” - these five simple words embody our approach to CSR and volunteering. Our flagship global initiative is TELUS Days of Giving, an annual event where our team members join efforts to better the communities in which they live, work and serve. To date, more than 1,700 of our Romanian team members have volunteered overhours in local TELUS Days of Giving events, building homes, refurbishing daycare centers or constructing entire schools from the ground up.

Moreover, the TELUS Digital Romania Community Board allocates US$each year to projects focused on health, education and environment, having positively impacted the lives of more than 1,450 children and families in Romania so far.

Who is TELUS Digital?

TELUS Digital (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation.

With more thanteam members as well as delivery centers across North and Central America, Europe and Asia, TELUS Digital serves clients in +50 languages, partnering with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS Digital’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more thancitizens around the world and through its five TELUS Digital Community Boards that have provided $ million in funding to grassroots charitable organizations since 2015. Learn more at: .

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