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.