Description

Overview:

Responsible for the profitability and management of call center operations activities of a very large, multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the managed account/s. Acts as the primary interface of clients and maintains cordial and effective working relationships with them. Ensures the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams. Ensures that all client/s / account/s / program/s processes and procedures are adhered to and that individual/team/program metrics are consistently improving.

Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specific KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s
Upholds company policies as it relates to the program/s and drives for adherence to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs and non-monetary rewards
Conducts performance planning / appraisal / feedback activities as well as proper documentation of such; Coordinates with internal support functions as needed.
May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB's / client/s / program/is managed and supported.
May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.
Translates client requirements into action plans for the LOB's/account/s / program/s.
Establishes open and honest communication regarding all aspects of the LOB's/account/s/program/s performance.
Anticipates the needs of the clients proactively and acts on such requirements before they arise.
Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s.
Manages costs and expenditures efficiently and wisely within budgeted guidelines.
Actively monitors expenses incurred.
Maintains a high level of morale and productivity within the LOB's/account/s / program/s.
Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.
Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.

Required skills + qualities (technical):

Bachelor's Degree in any course, preferably Business or Business Management.
Completion of all PEP courses, HR for Non-HR, Basic WFM Orientation, LEAD, OnTrac Six Sigma Yellow Belt, Financial Acumen
Three (3) to five (5) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Sr Managerial capacity.

Required skills + qualities (technical):

Client relations.
Leadership and people-management skills.
Project management skills.
Excellent verbal and written English communication skills; planning, organizing and coordination skills
Strategic thinking
Adaptive to changing work schedules and working hours.
Active listening skills.
Operates with minimal supervision.
Customer orientation.
Time Management and Multitasking skills.
Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
Presentation Skills.

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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