Company

TELUS Digital Europe

Employment type

Full time

Experience

Senior Level

Overview of tasks:

Ensure team tasks and deliverables are performed accurately and in a timely manner
Establish performance objectives for all resources
Recommend, implement and ensure that processes being utilized follow industry best practices
Conduct impact and trend analysis to recommend solutions that drive cost effective strategies
Coordinate and align with Operations & WFM Leadership on scope, processes and guidelines
Work with Customer on initiatives to support new business growth
Guarantee proper escalation paths are followed
Develop WFM staff on functional area of expertise

What we expect:

At least three 3 years of Workforce Management experience within the call center / customer service industry
Experience managing a team
Specialist in workforce management processes, concepts and principles (i.e. Staffing projections, scheduling, service level analysis, metrics monitoring)
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)
BPO experience is a plus
Statistical & financial analysis
English C1 required
Willingness to work 1 out of 4 weeks in night shift plus 2 weekends per month

We will offer:

Permanent employment contract
Private health insurance after probation period and daily meal allowance from day one
Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
Advanced job opportunities in our internationally growing company
Great office with modern workspaces at the city center of Barcelona
Positive international working environment; fun floor with PlayStation, table tennis, and many more
Comfortable leisure areas and opportunities to join different activities like yoga or guided meditation
Appealing benefits like regular fruit deliveries for a healthy lifestyle and free drinks
Several partnerships with fitness centers, restaurants, beauty care and more
Attractive employee referral bonus programs