Telus International

Are you looking to develop your career and take on larger responsibilities in an exciting and growing environment? We are currently looking for a Workforce Management Manager (m/f/d) for our office located in Riga, Latvia.

The Workforce Manager is responsible for the overall management and direction of the workforce team; ensures client/customer goals are met by analyzing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly; and monitors service levels and directs real-time forecasting to meet service levels.

What we offer:

• Competitive Salary: Earn 3,400 EUR gross.
• Health Coverage: Private health insurance after 3 months of probation period.
• Well-being Perks: Regular fruit deliveries, free drinks, and a positive working environment.
• Modern Workspace: Work in a great office, featuring modern workspaces and much more in one of Riga's most attractive areas.
• Employee Discounts: Access exclusive discounts with fitness centers, restaurants, and more.
• Team Spirit: Participate in social gatherings, sports events, team-building activities. Receive a bonus for referring new employees.
• Career Development & Growth Opportunities: Access our Career Academy for ongoing personal and professional growth.
• Dynamic Environment: Join a multicultural team with flat hierarchies and a first-name workplace culture.

Your responsibilities:

• Overall management and direction of the workforce team.
• Provide direction to the WFM team, ensuring alignment with company goals and client expectations.
• Monitor team performance against key metrics, identify improvement opportunities, and implement corrective actions where needed.
• Oversee resource planning, forecasting, scheduling, and intraday management processes to meet business needs effectively.
• Manage escalations and collaborate with stakeholders to resolve complex challenges or operational issues.
• Develop and implement WFM strategies, policies, and processes to drive efficiency and scalability ensuring alignment with established priorities set by senior management.
• Drive innovation and continuous improvement initiatives to enhance WFM processes, tools, and best practices by focusing on the generation of actionable ideas and their execution.
• Ensure consistent communication and alignment with internal departments and external stakeholders.
• Oversee the performance, engagement, and professional growth of team leaders and their teams.
• Actively participate in hiring, onboarding, and succession planning for the WFM function.
• Foster a culture of collaboration, accountability, and excellence within the team.

Your skills:

• 4+ years of experience in workforce management; 1+ years of progressive experience in a leadership role, with proven success in managing WFM teams.
• Expert knowledge of workforce management theory and best practice.
• Ability to communicate clearly and persuasively both verbally and in writing.
• Strong analytical skills and experience in workflow analysis.
• Ability to work as part of the global WFM management.
• Expert level knowledge of MS Excel.
• Excellent knowledge of MS, Word and PowerPoint.
• Able to travel c. 10%.
• Strong problem solving skills with the ability to quickly identify key issues and provide effective solutions.
• Knowledge of regulatory requirements relating to the Contact Centre working environment (ie The working time directive).
• Internal applicants must have line manager approval and a minimum of 12 months tenure in current role.
• Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
• C1 oral and written English.

Join Us and Be the Voice that Drives Success!

If you are looking to develop your career, join our lovely team. Feel free to submit your CV (in English) including your salary expectations.

We have digitized our recruiting process and are now offering virtual job interviews to all applicants.

About us: TELUS Digital is one of the world's leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well-known partners.

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.

Applicants with special needs will be given preferential consideration if they are equally qualified.

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Additional Job Description

We are currently looking for a Workforce Management Manager (m/f/d) for our office located in Riga, Latvia.

Language Reference

English

EEO Statement

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

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.