WFM Team Leader (m/f/d)

WFM Team Leader (m/f/d)

Our team is currently seeking reinforcement as a

Overview of tasks:

• Ensure team tasks and deliverables are performed accurately and in a timely manner
• Establish performance objectives for all resources
• Recommend, implement and ensure that processes being utilized follow industry best practices
• Conduct impact and trend analysis to recommend solutions that drive cost effective strategies
• Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines
• Work with Customer on initiatives to support new business growth
• Guarantee proper escalation paths are followed
• Develop WFM staff on functional area of expertise

What we expect:

• At least three 3 years of Workforce Management experience within the call center / customer service industry
• Experience managing a team
• Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
• Strong knowledge of call center operations and organization
• Above average knowledge on MS Office Applications (i.e. MS Word, Excel) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS)
• BPO experience is a plus
• Statistical & financial analysis
• English C1 required
• Willingness to work 1 out of 4 weeks in night shift plus 2 weekends per month

We will offer:

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
• Advanced job opportunities in our internationally growing company
• Great office at the city center of Essen
• Relocation support for candidates based outside of Essen (as applicable)
• Positive international working environment
• Fun Floor with PlayStation, table tennis, and much more
• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks
• Attractive employee referral bonus programs
• Intriguing and diverse responsibilities

Join our team and apply now!

If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.

We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

Equal Opportunity Employer

TELUS Digital values diversity and grants equal opportunity regardless of age, civil status, disability, gender, nationality, race, religion and political beliefs, sex or sexual orientation. 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 applicants' qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if they are equally qualified.

#LI-DNI

#IDJob

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.