Job Description

Description and Requirements

A successful OM will lead by example, mentor employees and delegate tasks in a diplomatic manner. They will be decisive, demonstrate loyalty to the staff and business needs equally, and work towards helping others succeed. They will serve as a coach and mentor, establish trust, and build rapport in the department as well as throughout the company. They will be able to see the big picture without losing site of the details, or of the people who manage them. Based on prior experience at various levels in a fast paced contact center environment, the candidate will be an expert in the area of customer service, and problem solving. They will comfortably communicate across all levels of the organization, convey needs clearly, and negotiate through to amicable solutions.

Specific Responsibilities May Include:

• Achievement of intraday, daily, weekly and monthly SLA targets

• Attend, manage or organize disciplinary procedures as required

• Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service

• Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately

• Contribute at varying levels of involvement in operational projects and initiatives

• Manage day to day operations and ensure that all daily and periodic activities are completed as planned

• Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets

• Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention

• Leverage Training organization to ensure expectations are aligned

• Partner with Workforce Management to support SLAs

• Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction

• Provide leadership, direction, develop and maintain team morale 

• Available 24 x 7 for escalations or other issues requiring immediate attention
  

Required Experience, Skills & Competencies:

Training and Experience:

• Experience as a leader managing large groups in a service delivery environment

• High school diploma or equivalent required

Ability to:

• Deal with constant change while maintaining a consistent environment for the team

• Effectively manage people and provide team leadership

• Monitor and coach in a positive and supportive manner

• Apply accuracy, and attention to detail and data standards to all initiatives

• Work in teams and coordinate work efforts

• Display strong communication, organizational, and interpersonal skills

• Analyze data to draw solid conclusions and construct and implement impactful action plans

• Thrive in a high intensity, ever-changing, fast paced environment

• Use high proficiency with MS Office suite

• Demonstrate strong analytical skills

Preferred Experience, Skills & Competencies:

• Contact Center Experience

• Experience as a leader in a call center environment

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. 

Additional Job Description

The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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