About TELUS Digital
TELUS Digital (NYSE: TIXT) 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 almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, 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, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage 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, healthcare, and ICT industries. The company serves clients in over 50 languages.
Learn more at: telusdigital.com
About the Role
As WFM Team Leader you will actively manage, lead, motivate and develop a team of Real-time Analysts and Schedulers supporting operations in TELUS Digital locations. A focus of the role is on leading, planning, coaching, managing performance, allocation of work and motivating the team to achieve SLA’s and KPI’s.
Responsibilities include:
* Maintain Open channels of Communication
* Drive New Starter and Refresher Training for all agents
* Provide timely 1-2-1 reviews
* Encourage openness and transparency
* Provide Support, Coaching and Leadership to the team at all times
* Facilitate Weekly/Monthly Team Training sessions
* Achieve SLA targets in line with client expectations
* Encourage, Support and provide Empathy
* Develop Team Members for Succession Planning through Training/ Development
* Promote Respect for Equality and Diversity at all times
* Show Proactive and Reactive skills on a day to day basis
Requirements:
* Previous Workforce Management experience and people management experience
* Knowledge of WFM systems, workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring) - required
* Strong knowledge of call centre operations and organization
* Strong knowledge on MS Office Applications ( i.e. MS Word, Excel ) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call centre specific software and applications (i.e. Verint, IEX & CMS)
* Excellent IT Skills & a passion for technology
* Experience in a fast-paced environment
* Strong multi-tasking with excellent time management skills
* Proven track record in achieving service level agreements defined
* Statistical & financial analysis
* Strong understanding of local country labour laws and regulations
Competencies
* Team Player with demonstrated ability to influence key stakeholders
* Good verbal and written communication skills
* Adapting - Able to multitask, adapt to change, and achieve results with accuracy and precision, adapting to changing work schedules
* Customer Orientation
* Results Oriented- Able to establish a course of action for self and others to accomplish a specific goal while using appropriate resources
* Excellent Time management
* Deciding - Must be able to respond quickly and intelligently in a fast paced environment, making calculated decisions under pressure