Requirements Description and Requirements The Telco Practice Manager is accountable for the pr actice vision and service portfolio evolution of the Business Operations Modernization & Support Practice offering professional services to TELUS companies. The Practice manager is responsible for the effective allocation and management of human resources across the practice.

This includes forecasting resource needs, optimizing resource utilization, and ensuring the right people are assigned to the right projects at the right time. The role requires strong organizational, communication, and analytical skills, along with a deep understanding of project management methodologies and the company's overall strategic goals.

• Center of expertise Development: Identify critical skills to acquire within the practice and put relevant plans in place. Foster a culture of innovation, collaboration and continuous learning, with emphasis on emerging telecom technologies and methodologies. Ensure knowledge & best practices are shared between team members.
• Resource Forecasting & Planning: Analyze upcoming projects and initiatives to forecast resource needs, considering skill sets, availability, and project deadlines. Develop and maintain resource capacity plans.
• Resource Allocation & Scheduling: Assign resources to projects based on skills, availability, and project priorities. Balance workload across the team to ensure optimal utilization while respecting the team members' availability. Proactively address any resource conflicts or over-allocations.
• Performance Monitoring & Reporting: Track resource utilization, identify bottlenecks, and generate regular reports on resource allocation and performance. Analyze available data to identify areas for improvement and optimization.
• Stakeholder Management: Collaborate effectively with project managers, team leads, client engagement, HR and 3rd parties to understand resource requirements and ensure alignment with overall business objectives. Communicate proactively about resource availability and potential constraints.
• Resource Onboarding: Contribute to onboarding processes for new resources, ensuring they are integrated into teams and have the necessary training and support. Identify opportunities for resource development and training to enhance skills and capabilities.
• Capacity Planning: Analyze historical data and future project demands to proactively plan for resource capacity, identifying potential skill gaps or training needs.

Qualifications :

• Bachelor's degree in Business Administration, Project Management, Engineering or equivalent experience.
• 5 years of experience in resource management, project management, or a related field.
• Excellent analytical, problem-solving, and decision-making skills.
• Excellent communication, interpersonal, and stakeholder management skills.
• Strong organizational and time management skills
• Experience in the Telecommunications industry and IT Services Industry.
• Experience with enterprise software such as Salesforce, Workday, ServiceNow, Monday and Google Suite.
• PMP certification or other relevant project management certifications are a plus.

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.