Job Title

This job is with TELUS Digital, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Description and Requirements Here''''s the impact you''''ll make and what we''''ll accomplish together As the Manager, Workforce Management, you''''ll be instrumental in the operational success and strategic evolution of our Workforce Management (WFM) team. You''''ll enable efficient workforce planning, execution, and continuous improvement across all WFM functions, directly supporting critical organizational goals. This role involves comprehensive leadership, from providing strategic direction and managing team performance to fostering engagement and professional development. You''''ll ensure our WFM practices are aligned with company objectives and client expectations, leveraging data and innovation to enhance processes, tools, and overall team effectiveness. Responsibilities: Operational Leadership & Strategy: Provide clear direction and strategic oversight to the WFM team, ensuring all activities are aligned with overarching company goals and client expectations. Develop and implement robust WFM strategies, policies, and processes that drive efficiency, scalability, and consistently meet established priorities from senior management. Oversee critical WFM functions, including resource planning, accurate forecasting, effective scheduling, and dynamic intraday management processes to meet evolving business needs. Performance Management & Improvement: Monitor and analyze team performance against key metrics, proactively identifying areas for improvement and implementing targeted corrective actions. Drive innovation and continuous improvement initiatives across WFM processes, tools, and best practices, focusing on generating actionable ideas and ensuring their successful execution. Establish a culture of collaboration, accountability, and excellence within the team. Stakeholder Collaboration & Communication: Manage escalations effectively and collaborate closely with internal departments and external stakeholders to resolve complex challenges or operational issues. Ensure consistent and transparent communication and alignment with all relevant parties. Utilize advanced communication and stakeholder management skills to foster seamless collaboration across teams. Team Development & Growth: Oversee the performance, engagement, and professional growth of both team leaders and their respective teams. Actively participate in the hiring, onboarding, and succession planning processes for the WFM function to build and maintain a high-performing team. Provide leadership, lead change initiatives, and build effective teams, managing stakeholders effectively. Support and encourage continuous self-development within the team, focusing on customer satisfaction and embracing new technologies. What''''s in it for you? TELUS International is pleased to offer you a competitive compensation package as a Full-Time Employee, which includes but is not limited to: TELUS Flex Benefits Plan for Full-Time Employees from day one of employment Paid Vacation days from day one of employment Well-being Account, which is a flexible resource to help you be your best self at home and work; provides reimbursement for expenses that support your physical, psychological, social, financial, and environmental well-being. Well-being & Support; beyond supporting your physical health, we believe in a broader, more holistic approach TELUS International Performance Bonus Program Canada Pension Plan Employee Share Plan TFSA (Tax-Free Savings Account) Work perks which is an exclusive corporate discount program TELUS Wireless Ambassadors program which provides discounts on wireless devices, accessories, and repairs Our development programs are designed to promote technical growth and enhance leadership and relationship skills across individuals. We spark your career growth, with a vast array of in-house and external training programs which are listed below, but not limited to: Trending technical skills Business domain & customer interaction Behavioral & effective communication. Transparent work culture to lift your ideas & initiatives at the enterprise level & investment to execute successfully. Qualifications and Skills: Experience: 5+ years of progressive experience in Workforce Management, demonstrating a deep understanding of WFM practices and processes. 2+ years of progressive experience in a leadership role, with a proven track record of successfully managing WFM teams. WFM Expertise: Strong and comprehensive understanding of Workforce Management practices, including in-depth knowledge of forecasting, scheduling, and intraday management. WFM Tools Proficiency: Expertise with industry-leading workforce management tools (e.g., Verint, IEX) and relevant reporting and analytics tools. Strategic Thinking: Demonstrated strategic thinking capabilities and the ability to translate high-level business goals into actionable WFM plans and initiatives. Data Analysis: Proficiency in analyzing complex data sets and leveraging insights to inform decision-making and drive operational improvements. Problem-Solving: Strong ability to identify and solve complex problems, with a clear understanding and recognition of their broader impact across the department. Communication & Collaboration: Advanced verbal and written communication skills, coupled with excellent stakeholder management abilities, to foster strong collaboration across all teams. Language: Proficient oral and written English communication skills (B2+ level). Join our TELUS International Family Everyone belongs to TELUS International. It doesn''''t matter who you are, what you do, or how you do it, at TELUS International, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have, the more likely we are to crack the code on what our customers want and what our communities need. From start-ups to large global brands, we deliver on all stages of customer growth and engagement. Our industry track record speaks for itself. #Happytocodehere Additional Job Description Lead and optimize our workforce management operations, driving efficiency, strategic planning, and continuous improvement to achieve organizational goals. Language ReferenceEnglish EEO Statement At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world''''s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. Equal Opportunity Employer 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. Description du poste de travail Vous jouerez un rle essentiel dans le succs oprationnel et l''''volution stratgique de notre quipe de Gestion des Effectifs (WFM). Vous permettrez une planification, une excution et une amlioration continue efficaces des effectifs dans toutes les fonctions WFM, soutenant directement les objectifs organisationnels cruciaux. Ce rle implique un leadership complet, de la direction stratgique et la gestion de la performance de l''''quipe la promotion de l''''engagement et du dveloppement professionnel. Vous veillerez ce que nos pratiques WFM soient alignes sur les objectifs de l''''entreprise et les attentes des clients, en tirant parti des donnes et de l''''innovation pour amliorer les processus, les outils et l''''efficacit globale de l''''quipe. Responsabilits Leadership Oprationnel et Stratgie: Fournir une direction claire et une supervision stratgique l''''quipe WFM, en veillant ce que toutes les activits soient alignes sur les objectifs gnraux de l''''entreprise et les attentes des clients. Dvelopper et mettre en uvre des stratgies, des politiques et des processus WFM robustes qui favorisent l''''efficacit, l''''volutivit et rpondent systmatiquement aux priorits tablies par la haute direction. Superviser les fonctions WFM critiques, y compris la planification des ressources, les prvisions prcises, la planification efficace et la gestion intraday dynamique pour rpondre efficacement aux besoins volutifs de l''''entreprise. Gestion de la Performance et Amlioration: Surveiller et analyser la performance de l''''quipe par rapport aux indicateurs cls, en identifiant de manire proactive les opportunits d''''amlioration et en mettant en uvre des actions correctives cibles. Mener des initiatives d''''innovation et d''''amlioration continue travers les processus, les outils et les meilleures pratiques WFM, en se concentrant sur la gnration d''''ides exploitables et leur excution russie. tablir une culture de collaboration, de responsabilit et d''''excellence au sein de l''''quipe. Collaboration et Communication avec les Parties Prenantes: Grer efficacement les escalades et collaborer troitement avec les dpartements internes et les parties prenantes externes pour rsoudre les dfis complexes ou les problmes oprationnels. Assurer une communication cohrente et transparente et un alignement avec toutes les parties pertinentes. Utiliser des comptences avances en communication et en gestion des parties prenantes pour favoriser une collaboration fluide entre les quipes. Dveloppement et Croissance de l''''quipe: Superviser la performance, l''''engagement et la croissance professionnelle des chefs d''''quipe et de leurs quipes respectives. Participer activement aux processus de recrutement, d''''intgration et de planification de la relve pour la fonction WFM afin de construire et de maintenir une quipe hautement performante. Faire preuve de leadership, mener les initiatives de changement et btir des quipes efficaces, en grant les parties prenantes avec efficacit. Soutenir et encourager le dveloppement personnel continu au sein de l''''quipe, en se concentrant sur la satisfaction client et l''''adoption de nouvelles technologies. Qualifications et Comptences Exprience: 5 ans ou plus d''''exprience progressive en gestion des effectifs, dmontrant une comprhension approfondie des pratiques et processus WFM. 2 ans ou plus d''''exprience progressive dans un rle de leadership, avec un succs avr dans la gestion d''''quipes WFM. Expertise WFM: Connaissance solide et complte des pratiques de gestion des effectifs, y compris une comprhension approfondie des prvisions, de la planification et de la gestion intraday. Matrise des Outils WFM: Expertise des outils de gestion des effectifs leaders du secteur (par exemple, Verint, IEX) et des outils de reporting et d''''analyse pertinents. Pense Stratgique: Capacits avres de pense stratgique et aptitude traduire les objectifs commerciaux de haut niveau en plans et initiatives WFM concrets. Analyse de Donnes: Matrise de l''''analyse de jeux de donnes complexes et de l''''utilisation des informations pour clairer la prise de dcision et gnrer des amliorations oprationnelles. Rsolution de Problmes: Forte capacit identifier et rsoudre des problmes complexes, avec une comprhension claire et une reconnaissance de leur impact plus large sur le dpartement. Communication et Collaboration: Comptences avances en communication orale et crite, associes d''''excellentes capacits de gestion des parties prenantes, afin de favoriser une collaboration solide entre toutes les quipes. Langue: Matrise de l''''anglais l''''oral et l''''crit (niveau B2+). #LI-DNI