Team Leader Workforce Management in Las Vegas, NV, United States for TELUS Digital
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Team Leader Workforce Management
Req ID: Req_00188441_US
Location: Las Vegas, NV, United States
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Description
TEAM LEADER WORKFORCE MANAGEMENT
Position Overview:
As a Team Leader Workforce Management you lead a team of professionals to deliver Workforce Management services to optimize operations. You manage the performance, drive engagement, and foster development of your team.
Distinguishing Characteristics:
This is a leadership position, so the ideal candidate needs a strong balance of people management, technical WFM expertise, and organizational skills.
Key Responsibilities:
Set priorities for the team and monitor day to day task completion
Facilitate effective communication within the team and with other departments
Conduct regular one-on-one meetings with team members to discuss and drive high performance, address concerns, and manage their development
Coordinate resources to enhance team members'' skills and knowledge
Monitor and manage team morale, addressing any issues that may impact team dynamics or performance
Implement and uphold company policies, procedures, and best practices within the team
Participate in recruitment and onboarding processes for new team members
Required Experience, Skills & Competencies:
Qualifications
2+ years of experience in workforce management or a related area
Bachelor''s degree in Business, Management, or a related field (or equivalent experience)
B2+ oral and written English
Leadership and People Management
This is the most important skill set
The candidate must be able to lead, motivate, and develop a team
This includes conducting one-on-one meetings, managing performance, fostering engagement, and handling team morale issues
They are responsible for driving the team''s success, not just their own
Providing leadership, leading change, building effective teams, managing stakeholders
Workforce Management (WFM) Expertise
Good understanding of workforce management principles and practices
The candidate must have a solid understanding of WFM principles and practices
While their primary role is leadership, they need enough functional knowledge to guide, support, and troubleshoot for their team members
They should be proficient with the relevant software and tools used in WFM operations
Proficiency in relevant software and tools used in WFM operations
Ability to guide and support team members in their WFM roles
Communication and Stakeholder Management
The ability to facilitate effective communication, both within the team and with other departments, is crucial
They must also be skilled in managing stakeholders, aligning the team''s goals with the broader organizational objectives
Problem-Solving and Judgment
The role requires strong judgment to identify and resolve day-to-day problems
The candidate must be able to troubleshoot issues, make decisions, and guide their team in finding solutions
Ability to identify troubleshoot and resolve day-to-day technical and operational problems
Organizational Skills
The leader is responsible for setting team priorities and monitoring the completion of daily tasks
They need to be organized and detail-oriented to ensure the team operates efficiently and accurately
Strong attention to detail and accuracy in overseeing team tasks
Core Competencies
Preferred Experience, Skills & Competencies:
Leadership Experience
This is the primary skill
Look for candidates with direct team leadership experience
Their resume should show a progression from a hands-on role to a management role
People Skills
The ability to motivate, engage, and develop team members is crucial
Ask about their management style, how they handle underperformance, and how they celebrate success
WFM Knowledge
They need a good understanding of WFM to be credible with their team
Ask them to explain a few key WFM concepts and how they would use them to guide their team
Location: Las Vegas, Nevada
Work Arrangement: On-Site
Salary Range: $60,000 - $75,000 USD Annually
TELUS Values:
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
We passionately put our customers and communities first
We embrace changes and innovate courageously
We grow together through spirited teamwork
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Internal Transfer Eligibility Requirements:
In order to be considered for a transfer to another role, campaign or position, Team Member must:
Meet all requirements listed on the Job Description
Have been in their current role for a minimum of 6 months
Have no active Hint 2 or 3 corrective actions
Be meeting or exceeding performance requirements consistently over the last 6 months
#LI-DNI
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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