Workforce Management Supervisor

TELUS International

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

If your answer is “YES” – join the leader of the CX (Customer Experience) sector TELUS International Türkiye!

Now we are looking for a Workforce Management Supervisor who has the following criteria and will add strength to our team.

Job Description

• Create alternative workforce strategies to support operation team

• Lead and develop operations to ensure efficiency of the area, satisfaction of clients

• Provide analysis / feedback to the reporting team

• Create shift patterns and plan/schedule necessary staff in accordance to that

• Use client or internal forecast to accommodate operational needs

• Check legal requirements with scheduling and take necessary actions if needed

• Prepare data input for client needs and presentations

• Review forecast accuracy, and make proactive recommendations to minimize the variance

• Monitor the volume of contacts at the interval level, as well as the proper use of activity codes, overall onsite/offsite shrinkage, variations in AHT, and any other real-time events that contribute or impact the execution of meeting SLAs

Requirements

• Excellent verbal and written skills in English

• Excellent MS Excel skills (such as formula calculation, formatting, pivot charts) and PowerPoint

• Outstanding analytical skills and number affinity

• Proactive and able to take decisions based on real time situations

• Know-how in managing workforce adherence in different lines of business in a multi-skill environment simultaneously

• Good time management and workload prioritization skills

• High degree of flexibility and autonomy

• Open to innovation culture and being self-initiative

• Ability to build strong relationships to at all levels of the organization

Our Advantages

• Competitive salary package

• Performance bonuses

• Private health insurance and meal card

• Equipment support for home office work, shuttle/road fee for office work

• Stable job and career development opportunities

• Dynamic and supportive team

• Flat hierarchical work order in an international structure

• Referral bonuses

About Us: TELUS International Türkiye is a leading customer experience and digital solutions provider with over 2,000 team members in Izmir and Istanbul. We design, build and deliver next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. TELUS International has almost 70,000 team members across 28+ countries, providing customer service at its best in more than 50 languages for 600+ international and well-known partners. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, banking, financial services and insurance, healthcare, and travel and hospitality.