The Operations Manager is responsible for executing the strategies established by the account, through planning, coordination, and motivation of Team Leaders under his / her charge, with the aim of providing quality service that meets the standards of the account. He/she also is responsible for maintaining constant communication with the client.

Main Responsibilities:

• Delivers on all goals and metrics as described in the client’s SOW, ensuring the alignment of all team members through clear objectives and action plans

• Develops and implements all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the program’s financial governance and profitability

• Establishes a clear development pipeline, leveraging all available resources to further drive program engagement and retention

• Acts with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs

Skills:

• Leadership, team development and personnel management

• Results oriented, adaptable, and has strong analytic and decision making skills

• Good internal and external customer orientation and with strong negotiation skills

Knowledge:

• Intermediate Excel skills required

• Advance written and verbal English skills

• Basic knowledge of operational procedures

• Advanced customer service, performance evaluation, strategic planning, quality processes and motivation theory skills

Eligibility-

1. Overall 8-10 years of experience in BPO

2. Graduate

3. One year experience as an OM in current organization

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.