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WFM Manager of Global Accounts

За TELUS International Bulgaria TELUS International е иноватор, който създава, изгражда и предоставя следващо поколение дигитални решения на редица световни брандове в областта на обслужването на клиенти. С екип от над 4000 души в София и Пловдив, TELUS International Bulgaria е най-големият работодател в CX (Customer Experience) сектора в България. Общо служителите на глобално ниво наброяват близо 60,000. Компанията предлага възможност за дистанционна работа, гъвкаво работно време и проекти в сферата на бързо развиващите се технологии, видео игри, социални мрежи, финансови услуги и финтех, туризъм и много други. Компанията предлага на служителите си, разположени в три офиса в София и Пловдив, едни от най-модерните и комфортни работни пространства у нас, както и над 40 допълнителни социални придобивки като допълнително здравно осигуряване, безплатна карта за градски транспорт, собствен фитнес, йога, групови тренировки, психолог, масажи, Multisport карти и други. Това са само част от нещата, които ни правят „компанията на щастливите хора“. Обединява ни и философията „да даваме там, където живеем“. Затова всяка година, по време на TELUS Ден на подкрепа, оставяме настрана ежедневните си задължения, дарявайки времето и труда си в подкрепа на тези, които имат нужда. Безплатна немска езикова академия TELUS International Bulgaria e една от първите компании в България, които предлагат напълно безплатна академия за изучаване на немски език. В рамките на 4 седмици, желаещите да подобрят езиковите си умения, могат да се възползват от безплатно обучение, по време на което получават атрактивно възнаграждение. При успешно завършване ги очакват постоянна работа и трудов договор. About TELUS International Bulgaria TELUS International Bulgaria is the largest employer providing digital customer experience solutions and support. With a team of over 4000 people in Sofia and Plovdiv, TELUS International Bulgaria is the biggest employer in the CX (Customer Experience) sector in Bulgaria. The total number of our employees globally is almost 60,000. The company offers the opportunity for remote work, flexible working hours, and projects in the field of rapidly evolving technologies, video games, social networks, financial services and fintech, tourism and hospitality, and much more.TELUS International Bulgaria offers its team members, located in three offices in Sofia and Plovdiv, some of the most modern and comfortable working spaces in Bulgaria, as well as over 40 additional social benefits such as additional health insurance, free public transportation card, own fitness, yoga, group training sessions, psychologist, office massages, Multisport card, and others. These are just some of the things that make us "the feel good company". As a TELUS team member, you can be part of something bigger, participating in our CSR activities which reflect our philosophy to give where we live. During our TELUS Days of Giving we put aside our daily work to contribute to the local communities. Free German language academy TELUS International Bulgaria is one of the first companies in Bulgaria to offer a free German language learning academy. Within 4 weeks, those wishing to improve their language skills can benefit from free training during which they receive attractive remuneration. Upon successful completion, they will receive a job offer and a permanent employment contract.


As a Workforce Manager, you will oversee the management and direction of the workforce team for specified global accounts. Ensure our client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Monitor service levels and direct real-time forecasting to meet service levels.

Responsibilities:


  • Lead activities between multi-geo teams

  • Ensure all required WFM data is tracked and trended

  • Align individual, team, and our goals through the implementation of recognition

  • Lead teams

  • Ensure the report accuracy by the WFM team

  • Ensure that appropriate call center schedules are implemented and released

  • Ensure that appropriate real-time monitoring occurs and that necessary actions are taken to identify and address both anticipated and developing conditions

  • Ensure that all WFM team members understand their responsibilities and the impact of their roles, recommendations, and decisions

  • Represent our company and workforce management in ad-hoc meetings, business reviews, presentations, workshops, and other client-facing activities

  • Recommend and develop procedural and operational guideline changes to improve efficiency

  • Create reports from workforce management platform and other sources

  • Take ownership of transition of new programs from WFM perspective, including approval of SOWs, MSAs

  • Work with the Resource Planning team to ensure client goals are met by forecasting and directing scheduling and staffing levels

  • Work with Global Accounts Team to improve global WFM support for global accounts operating in Manager's location


Requirements:


  • Minimum of 3 years WFM experience or 5 years related experience in a contact center environment

  • Stakeholder management capabilities

  • High level of cultural sensitivity and situational awareness

  • Expert knowledge of workforce management theory and best practice

  • Experience in workflow analysis

  • Work as part of the global WFM management team

  • Experience working with WFM systems such as Verint, IEX, Injixo

  • Travel availability c. 10%

  • Identify essential issues and provide solutions

  • Knowledge of regulatory requirements relating to the Contact Centre working environment (ie The working time directive)

  • You must have line manager approval and 3 months tenure in their current role


We offer:


  • Work from Home opportunity

  • Stable job and career development opportunities

  • Attractive salary

  • Special Discounts and Offers (Food vouchers, Multisport cards, etc.)

  • Additional health insurance and Transportation allowance

  • Special benefits for our team members (Gym, yoga classes, massages, and corporate psychologist in the office)

  • Positive international working environment (Relax zones, PlayStation and billiard corners)

  • Support and learning

  • Employee referral bonuses and Recognition programs


If this opportunity sounds appealing to you, please send your CV!

*Please note that only shortlisted candidates will be contacted.

About us: TELUS International Bulgaria is a publicly-traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,000 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.

За обявата

June 10th, 2022

София

Административни, Офис и Бизнес дейности