TELUS Digital Bulgaria
WFM Regional Team Leader
София
длъжност на пълно работно време

WFM Regional Team Leader

София длъжност на пълно работно време

Описание на позицията

Are you ready to take the next step in your career and achieve your next challenge?

If your answer is YES - join the leader in the CX (Customer Experience) industry TELUS Digital Bulgaria!

Join our team as a WFM Regional Team Leader and play a key role in driving workforce management excellence. To succeed in this role, you should meet the following requirements:

Requirements:

At least 3 years of Workforce Management experience within the call center / customer
service industry
Minimum of 1 year tenure on the current position.
Experience managing a team desired, not mandatory
Fluency in English
Education: Bachelor's Degree in: Finance, Accounting, Engineering, Business Administration,
Logistics OR three (3) years of Workforce Management experience

Specific technical skills:

Specialist in workforce management processes, concepts and principles (i.e. Staffing
projections, scheduling, service level analysis, metrics monitoring) - required
Strong knowledge of call center operations and organization
Above average knowledge on MS Office Applications (i.e. MS Word, Excel) & Google suite package (spreadsheets, data studio, slides, etc.) as well as call center specific software and applications (i.e. Verint, IEX & CMS)
Statistical & financial analysis

Other Capabilities:

Strong understanding of local country labor laws and regulations
Demonstrated leadership ability
Ability to demonstrate innovation and good judgment / problem solving skills when making
decisions.
Ability to establish a course of action for self and others to accomplish a specific goal while
using appropriate resources.
Ability to multitask, adapt to change, and achieve results with accuracy and precision.
Superior analytical, organizational, and interpersonal skills with attention to detail, accuracy
and time management
Strong team player with demonstrated ability to influence key stakeholders
Adaptive to changing work schedules and working hours.
Customer Orientation
Results Oriented
Must be able to respond quickly and intelligently in a fast paced environment, making
calculated decisions under pressure
Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressured environment
Negotiation skills
Excellent oral and written communication skills



Does it sound like the perfect job for you? Apply now!



About us: TELUS Digital 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 4,200 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.