QUALIFICATIONS AND JOB DESCRIPTION
Do you have an enthusiasm to develop your career and take on larger responsibilities in an exciting and global environment? We are currently looking for a Head of Workforce Management for our office located in İzmir.
Overview of tasks:
- 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
What we are looking for:
- Bachelor’s degree
- Minimum 2 years of experience in the related area
- 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 multiskill 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
What we offer:
- Attractive salary and additional incentives
- Special benefits for our team members
- Positive international working environment
- Continuous support and learning
About us: Since our founding in 1998, excellent customer service is our passion – 2020 we went one step further and are now part of TELUS International. Since then, 50,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.
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