WFM Business Partner

Description

As an WFM Business Partner you align workforce management strategies with overall business objectives. You serve as an advisor and liaison between the workforce management function supporting a medium sized account or a group of small accounts and other business units or clients.

Roles & Responsibilities

• Oversee a medium size account or a group of small accounts, acting as a primary point of contact for internal stakeholders or external clients
• Work closely with clients or internal stakeholders to understand business needs and ensure that the workforce management approach meets and exceeds their expectations for delivery and quality
• Ensure proper resource allocation and cost management across the designated accounts
• Optimize WFM performance for the designated accounts by continuously addressing opportunities, enhancing processes, and mentoring the team on processes and technical skills
• Resolve process bottlenecks and remove obstacles in collaboration with other WFM or other functional teams
• Provide functional leadership to Resource Planners, Schedulers and Real Time Analysts
• Giving support, focusing on customers, embracing technology, managing self-development
  
  

Required Skills & Qualifications:

• Bachelor's Degree (Graduation is mandatory).
• 5+ years of progressive experience in Workforce Management
• Strong proficiency in Google Sheets (VLOOKUP, Pivot Tables, Conditional Formatting, Charts, Formulas, etc.).
• Knowledge of WFM tools (e.g., IEX, Aspect, NICE, Verint, Genesys, etc.) preferred.
• Excellent analytical, communication, and coordination skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple tasks simultaneously.
• Strong stakeholder/ client management skills
• Comfortable working in night shifts.
  
  

Perks & Benefits

• Annual Bonus
• Cab facility (Pick up & Drop)
• Medical Insurance
• Life Insurance
  
  

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.

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.

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