Overview:
Oversees the Learning Services and Customer Experience teams for TELUS International within the accounts that he/she supports. Responsible for the design, development, and delivery of training and quality programs for customer service representatives, to ensure high level of customer experience and client policy adherence. Responsible for providing recommendations for improving the quality of service of Operations based on the reports and analysis generated by his/her Learning Services and Customer Experience teams. Engage and partner with clients and stakeholders to represent Learning Services and Customer Experience.
- Collaboration - Work hand in hand with the Director of LS and CE for the site level responsibility of liaising with Operations, Talent Acquisition, Workforce on setting the rhythm to deliver high class agent profiles to Operations. Champions Closed Loop Framework in the site by ensuring that information flows properly from the Customer Experience and Learning Services teams to Operations and other stakeholders. Provides executive level summary on LS and CE to key stakeholders and, funnel issues to be provided to the Director of LS and CE
- Operational Excellence - Partners with Stakeholders to ensure that Client and Company requirements for Process and Policy Adherence, Training Compliance , Efficiency and Quality of Service, are met.
- Onboarding and Development - Conducts interviews with applicants in manager positions. Assesses applicants based on skills, work attitudes, and behaviors required to ensure that the LS team comprises competent and efficient team members. Provides feedback to HR-Talent Acquisition on the outcomes of applicant interviews. Ensures training and developmental activities are ongoing for CE and LS staff. Continuously identifies systems and processes for team member training, certification, and development.
- Coaching and Development - Coaches, mentors, conduct one-on-one discussions and manage the performance of CE and LS Manager regarding work ethics, productivity, KPIs and career growth. Devises development plans, performance interventions, and career paths and prepares them to handle increased responsibilities.
- Team Management - Keeps abreast on departmental morale as derived from discussions with CE and LS staff. Maintains an atmosphere of open communication by scheduling regular group discussions with team members to elicit information on needs, requests, and issues currently faced. Coordinates and assists in resolving concerns faced by CE and LS team members.
Required skills + qualities (technical):
- Graduate of any course. Bachelor's degree (MBA Degree or Units, Preferred)
- Minimum of 5 years work experience in a managerial capacity (for external) or an existing LS and CE Manager or other manager level positions (for internal), with at least 1 year experience in quality assurance management in a contact center.
- Proficiency with Google Suite, MS Office applications (i.e. MS Word, Excel)
Required skills + qualities (non-technical):
- Graduate of any course. Bachelor's degree (MBA Degree or Units, Preferred)
- Minimum of 5 years work experience in a managerial capacity (for external) or an existing LS and CE Manager or other manager level positions (for internal), with at least 1 year experience in quality assurance management in a contact center.
- Proficiency with Google Suite, MS Office applications (i.e. MS Word, Excel)
