WFM Team Leader (m/f/d)

General Information

Location: Essen – Essen2 – ESD

Country: Germany

Job Title

WFM Team Leader (m / f / d)

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 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 (MS Word, Excel) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (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

About us

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

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.

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