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.