Manager, Workforce Management

About the Role

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.

Key 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 TELUS International Offers You

• 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.
• 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).

Key skills/competency

• Workforce Management
• Forecasting
• Scheduling
• Intraday Management
• Resource Planning
• Data Analysis
• Stakeholder Management
• Strategic Planning
• Team Leadership
• Process Improvement