About us: TELUS Digital is one of the world''s leading providers of customer experience (CX) and digital services. With over 70,000 team members across the world, we provide customer service at its best in more than 50 languages for our international and well known partners. Aufgaben As a Senior Manager Workforce Management, you provide leadership and oversight across multiple Workforce Management teams, ensuring alignment with organizational objectives and driving operational excellence. By collaborating with senior stakeholders, you influence decision making and ensure the Workforce Management (WFM) function delivers maximum value to the business. You manage the performance, drive engagement, and foster development of WFM leaders, while ensuring the implementation of best practices and innovative solutions. Key responsibilities Define and execute the departamental plans in alignment with Workforce Management strategy and client requirements Oversee the end to end WFM process cycle, including forecasting, scheduling, intraday management, and reporting, ensuring efficiency and accuracy Monitor key WFM metrics and analyze trends to identify risks, opportunities, and areas for improvement Act as the primary point of contact for senior leadership and stakeholders, providing insights and recommendations on WFM related decisions Manage escalations, resolve complex challenges, and provide guidance on critical decision making Drive standardization and alignment of WFM processes, tools, and practices across regions and programs, establishing frameworks and ensuring consistency in execution Lead the implementation of new tools, technologies, policies, procedures and methodologies to enhance WFM operations and organizational capabilities, setting clear priorities and ensuring that innovation aligns with strategic goals Collaborate with cross functional teams, including Operations, IT, Finance, and HR to ensure seamless integration of WFM processes Participate in strategic planning, budgeting, and resource allocation processes to ensure WFM scalability and efficiency Lead and mentor WFM managers and their teams, ensuring a high performance culture and continuous professional growth Profil Core competencies Giving support, focusing on customers, embracing technology, managing self development Leadership competencies Providing leadership, leading change, building effective teams, managing stakeholders What we expect: 7+ years of experience in workforce management, with at least 3 years in a senior leadership role Proven track record in driving large scale WFM initiatives and process improvements Bachelor''s degree in business, management, or a related field (or equivalent experience); advanced degrees preferred C1+ oral and written English Comprehensive knowledge of Workforce Management principles, methodologies, and best practices Expertise in WFM tools (e.g., Verint, IEX), data analysis platforms, and reporting Strong a