Workforce Management Manager

Description

Position overview

As a Manager Workforce Management, you oversee the operational success of the Workforce Management team. You enable efficient workforce planning, execution, and continuous improvement across all WFM functions to support organizational goals. You manage the performance, drive engagement, and foster development of your team.

Key responsibilities

• 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

Core competencies

Giving support, focusing on customers, embracing technology, managing self-development (globally aligned; apply to all jobs)

Leadership competencies

Providing leadership, leading change, building effective teams, managing stakeholders (apply if they manage a team; if not, use N/A)

Functional competencies

• Strong understanding of Workforce Management practices, processes including forecasting, scheduling, and intraday management
• Expertise with workforce management tools (e.g., Verint, IEX) and relevant reporting tools
• Strategic thinking and the ability to translate business goals into actionable WFM plans
• Proficiency in analyzing data and using insights to inform decision-making
• Ability to manage escalations effectively
• Advanced communication and stakeholder management skills to foster collaboration across teams
• Ability to identify and solve problems, understand and recognize broader impact across the department

Qualifications

• 5+ years of experience in a workforce management; 2+ years of progressive experience in a leadership role, with proven success in managing WFM teams
• Bachelor's degree in Business, Management, or a related field (or equivalent experience)
• B2+ oral and written English

Primary Skillet

Strategic WFM Leadership

The candidate must be able to think strategically and translate business goals into actionable WFM plans. They need to provide direction to the team, set priorities, and drive innovation and continuous improvement. This includes developing and implementing WFM strategies and policies that ensure efficiency and scalability.

Advanced WFM and data expertise

The candidate must have a deep understanding of all WFM functions, including forecasting, scheduling, and intraday management. Expertise with WFM tools (e.g., Verint, Nice IEX) and a high level of proficiency in data analysis are essential for monitoring team performance, identifying opportunities, and making data-driven decisions.

People leadership and development

A key part of the role is managing leaders and their teams. The candidate must be skilled in overseeing performance, engagement, and professional growth. This includes participating in hiring and succession planning, as well as fostering a culture of accountability and excellence.

Stakeholder management and communication

The candidate must have advanced communication and stakeholder management skills. They are responsible for ensuring alignment and consistent communication with both internal departments and external stakeholders, managing escalations, and collaborating to resolve complex operational challenges.

Problem-solving and impact analysis

The role requires a strong ability to identify and solve problems. The candidate must be able to understand the broader impact of WFM decisions across the department and the organization, and implement effective corrective actions where needed.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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 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.

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.