WFM Regional Team Leader София

WFM Regional Team Leader
София

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.