Team Leader Workforce Management

Deine Aufgaben

As a Team Leader Workforce Management you lead a team of professionals to deliver Workforce Management services to optimize operations. You manage the performance, drive engagement, and foster development of your team.

This is a leadership position, so the ideal candidate needs a strong balance of people management, technical WFM expertise, and organizational skills.

• Set priorities for the team and monitor day to day task completion
• Facilitate effective communication within the team and with other departments
• Conduct regular one-on-one meetings with team members to discuss and drive high performance, address concerns, and manage their development
• Coordinate resources to enhance team members' skills and knowledge
• Monitor and manage team morale, addressing any issues that may impact team dynamics or performance
• Implement and uphold company policies, procedures, and best practices within the team
• Participate in recruitment and onboarding processes for new team members

Dein Profil

• 2+ years of experience in workforce management or a related area
• Bachelor's degree in Business, Management, or a related field (or equivalent experience)
• B2+ oral and written English

This is the most important skill set

• The candidate must be able to lead, motivate, and develop a team
• This includes conducting one-on-one meetings, managing performance, fostering engagement, and handling team morale issues
• They are responsible for driving the team's success, not just their own
• Providing leadership, leading change, building effective teams, managing stakeholders

Good understanding of workforce management principles and practices

• The candidate must have a solid understanding of WFM principles and practices
• While their primary role is leadership, they need enough functional knowledge to guide, support, and troubleshoot for their team members
• They should be proficient with the relevant software and tools used in WFM operations
• Proficiency in relevant software and tools used in WFM operations
• Ability to guide and support team members in their WFM roles

The ability to facilitate effective communication, both within the team and with other departments, is crucial. They must also be skilled in managing stakeholders, aligning the team's goals with the broader organizational objectives

The role requires strong judgment to identify and resolve day-to-day problems. The candidate must be able to troubleshoot issues, make decisions, and guide their team in finding solutions

• Ability to identify troubleshoot and resolve day-to-day technical and operational problems

The leader is responsible for setting team priorities and monitoring the completion of daily tasks. They need to be organized and detail-oriented to ensure the team operates efficiently and accurately

• Strong attention to detail and accuracy in overseeing team tasks

Giving support, focusing on customers, embracing technology, managing self-development

This is the primary skill. Look for candidates with direct team leadership experience. Their resume should show a progression from a hands-on role to a management role

The ability to motivate, engage, and develop team members is crucial. Ask about their management style, how they handle underperformance, and how they celebrate success

They need a good understanding of WFM to be credible with their team. Ask them to explain a few key WFM concepts and how they would use them to guide their team

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Meet all requirements listed on the Job Description
• Have been in their current role for a minimum of 6 months
• Have no active Hint 2 or 3 corrective actions
• Be meeting or exceeding performance requirements consistently over the last 6 months

Vergütung & Benefits

• Location: Las Vegas, Nevada
• Work Arrangement: On-Site
• Salary Range: $60,000 - $75,000 USD Annually

Über den Arbeitgeber

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

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.

Bewerbungsprozess

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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.