Requirements Description and Requirements Last day to apply: Friday, December 13th 2024, at 11:59 PM. This position is available for the following countries:

• Canada
• Unites States
• El Salvador
• Guatemala

Position overview

As a Manager Operations Performance Enablement you lead a team of professionals who analyze repeat calls to find their root cause and establish action plans/ create resources to optimize operational performance. You manage the performance, drive engagement and foster development of your team.

Key responsibilities

• Establish strategic goals for performance enhancement and manage priorities for the Repeats team
• Monitor “repeats” KPI and drive the analysis of data to identify trends, issues and opportunities for improvement
• Ensure the definition and execution of action plans and resources required to support the reduction of repeat calls
• Drive the continuous review and improvement of processes, resources and tools to ensure optimal performance
• Lead cross-departmental initiatives that impact operational performance, actively collaborating with senior leaders across functions such as product development, marketing, and customer experience to support repeat call reduction
• Prepare and present regular reports on repeats KPI and action plan execution/ results
• Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship

Core competencies

• Giving support,
• focusing on customers,
• embracing technology,
• managing self-development

Leadership competencies

• Providing leadership,
• Leading change,
• Building effective teams,
• Managing stakeholders

Functional competencies

• Strong understanding of of BPO industry trends, best practices, and metrics for Operations
• Proficient in data driven decision-making, advanced analytics, and AI-driven insights
• Strong interpersonal, communication, and presentation skills
• Strong senior stakeholders management and negotiation skills, influencing decisions, and positioning the team as a thought leader in operational performance
• Ability to identify and solve problems as well as understand and recognize the broader impact across the department

Qualifications

• 7-10 years of work experience, preferably in call center management; 5 years of managerial experience
• Bachelor’s degree in Business Administration, Customer Service Management or related field
• Preference for candidates with a master’s degree or an MBA, certification in Six Sigma, Lean, or equivalent process improvement methodologies
• Proficient oral and written English

TELUS Digital Internal Requirements

• Meeting or exceeding all metrics in your current role for the last 3 months.
• Minimum of 95% Attendance.
• Minimum of 1 year as an employee of TELUS Digital.
• No active disciplinary processes (Hint 3 and above for Guatemala)
• Schedule flexibility.

Additional Job Description As a Manager Operations Performance Enablement you lead a team of professionals who analyze repeat calls to find their root cause and establish action plans/ create resources to optimize operational performance. You manage the performance, drive engagement and foster development of your team.

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.