WFM Planning Manager

Description

Asa ManagerWorkforceManagement, 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.

• ProvidedirectiontotheWFMteam,ensuringalignmentwithcompanygoalsandclientexpectations
• Monitorteamperformanceagainstkeymetrics,identifyimprovementopportunities,andimplementcorrectiveactionswhereneeded
• Overseeresourceplanning,forecasting,scheduling,andintradaymanagementprocessestomeetbusinessneedseffectively
• Manageescalationsandcollaboratewithstakeholderstoresolvecomplexchallengesoroperationalissues
• DevelopandimplementWFMstrategies,policies,andprocessestodriveefficiencyandscalabilityensuringalignmentwithestablishedprioritiessetbyseniormanagement
• DriveinnovationandcontinuousimprovementinitiativestoenhanceWFMprocesses,tools,andbestpracticesbyfocusingonthegenerationofactionableideasandtheirexecution
• Ensureconsistentcommunicationandalignmentwithinternaldepartmentsandexternalstakeholders
• Overseetheperformance,engagement,andprofessionalgrowthofteamleadersandtheirteams
• Activelyparticipateinhiring,onboarding,andsuccessionplanningfortheWFMfunction
• Fosteracultureofcollaboration,accountability,andexcellencewithintheteam

FunctionalCompetencies:

• StrongunderstandingofWorkforceManagementpractices,processesincludingforecasting,scheduling,andintradaymanagement
• Expertisewithworkforcemanagementtools(e.g.,Verint,IEX)andrelevantreportingtools
• StrategicthinkingandtheabilitytotranslatebusinessgoalsintoactionableWFMplans
• Proficiencyinanalyzingdataandusinginsightstoinformdecision-making
• Abilitytomanageescalationseffectively
• Advancedcommunicationandstakeholdermanagementskillstofostercollaborationacrossteams
• Abilitytoidentifyandsolveproblems,understandandrecognizebroaderimpactacrossthedepartment

Qualifications:

• 5+yearsofexperienceinaworkforcemanagement;2+yearsofprogressiveexperienceinaleadershiprole,withprovensuccessinmanagingWFMteams
• Bachelor’sdegreeinBusiness,Management,orarelatedfield(orequivalentexperience)
• B2+ oral and written English

Minimum requirements for internal applicants:

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months
• Passing scorecard:
  • Passing scorecard defined as Objectives + TELUS Values
  • Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
  • Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

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.