Position:  Senior Operations Manager - Contact centre

Department: Operations

Overview:

Responsible for the profitability and management of call center operations activities of a very large, multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition, satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the managed account/s.  Acts as the primary interface of clients and maintains cordial and effective working relationships with them.  Ensures the achievement of KPI's and metrics through proactive management of the operations teams and active coordination with various support teams.  Ensures that all client/s / account/s / program/s processes and procedures are adhered to and that individual/team/program metrics are consistently improving.

• Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specific KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to the program/s and drives for adherence to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs nad non-monetary rewards; Conducts performance planning / appraisal / feedback activities as well as proper documentation of such; Coordinates with internal support functions as needed.

• May assume an AGM role in the absence of an Operations Lead, in which there is full P&L responsibility for all LOB's / client/s / program/is managed and supported.

• May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.

• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients.  Translates client requirements into action plans for the LOB's/account/s / program/s. Establishes open and honest communication regarding all aspects of the LOB's/account/s'/program/s' performance.  Anticipates the needs of the clients proactively and acts on such requirements before they arise.

• Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s.  Manages costs and expenditures efficiently and wisely within budgeted guidelines.  Actively monitors expenses incurred.  

• Maintains a high level of morale and productivity within the LOB's/account/s / program/s.  Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies.  Provides direction, mentoring, coaching, and counseling to direct reports and to the rest 

of the team as necessary and appropriate.

Required skills + qualities (technical):

• Three (3) to five (5) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity.

Required skills + qualities (non-technical):

• Client relations. 

• Leadership and people-management skills.  

• Project management skills.  

• Excellent verbal and written English communication skills; planning, organizing and coordination skills

• Strategic thinking

• Adaptive to changing work schedules and working hours.  

• Active listening skills.  

• Operates with minimal supervision.  

• Customer orientation.  

• Time Management and Multitasking skills.  

• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.  

• Presentation Skills.

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 change 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.