Team Leader Workforce Management

Team Leader Workforce Management

Summary of the role

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.

List of Functional Responsibilities

• 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

Certification/s required

Thomas PPA (Behavioral): Match is scored from 1 to 5 stars. A minimum of 3 stars is generally considered acceptable. Operations defines the exact fit % threshold for each role.

Thomas GIA (Cognitive): Scores compared against ideal percentile ranges for the role. Gaps are reviewed to determine if they are critical or trainable.

Years of relevant experience

3+ years of experience in workforce management or a related area

List of soft skills required

• Good understanding of workforce management principles and practices
• Ability to guide and support team members in their WFM roles
• Proficiency in relevant software and tools used in WFM operations
• Strong attention to detail and accuracy in overseeing team tasks
• Ability to identify troubleshoot and resolve day-to-day technical and operational problems

Individual Objectives

TELUS Digital Performance Program aims to have a positive impact not only on the success of the business, but also on the personal growth and development of Team Members. As part of the program, Team Members are to set individual objectives that align their personal ambitions with company priorities. People Leaders will support their Team Members’ growth with frequent meaningful check-ins and feedback. Each Team Member’s progress will be documented annually with the year-end review.

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About Company:

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 iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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.