About the role:The Operations Sr Manager is responsible for developing measurement tools (KPIs) and strategies to meet the goals of each metric negotiated under the trade agreement with the client. It must also ensure that the development of the operation is carried out without any setback; as well as supervising the Operations Managers under his/her charge with the aim that all teams comply with metrics such as: attendance, productivity, level of customer service, among others.Responsibilities:To ensure the profitability of the account and each of the lines of business under his/her charge, in such a way as to guarantee the achievement of the indicators specified in the previously established KPIs; provide in conjunction with the Account General Manager and Director of Operations, a strategic direction and guidance for the proper functioning of the account; participate in the establishment of budgets, ensuring that each line of business meets the established budget. Also have to manage the assigned costs and expenses efficiently; ensure that the personnel requirements demanded by the account are met, monitor the productivity and quality of the account, constantly develop the OM’s under his/her charge and to ensure that all the @learning and TI Roadmap is executed, maintain a direct communication with the client; responsible for monitoring actions aimed at improving the Pulse check; among others.Requirements:- Meeting or exceeding all metrics in your current role for the last 3 months. Desirable - Minimum 2 years experience as an Operations Manager - Required - No active disciplinary processes - Schedule flexibilitySkills:- Leadership - Orientation to results - Negotiation skills - Internal and External Customer Orientation - Adaptability to change - Personnel Management - Attention to details - Analysis and Decision MakingKnowledge:- Microsoft Office - English - B2• Oral and written comprehension.• Adequate language use.- Supervision Techniques - Advanced - Quality Processes - Advanced - Customer Service - Advanced - Performance Assessments - Advanced - Knowledge of Call Center Operations - Advanced - Strategic Planning - AdvancedStudies & Experience:- Graduate - Proven experience in personnel management - Required - Proven experience managing more than 1 LOB and or clients at the same timeTELUS 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 change and innovate courageously - We grow together through spirited teamworkAt TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.About TELUS Digital: TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at:
Job Title
Senior Operations Manager