Basic Information
Ref Number
Primary Location
Państwo
Work Style
Description and Requirements
A successful OM will lead by example, mentor employees and delegate tasks in a diplomatic manner. They will be decisive, demonstrate loyalty to the staff and business needs equally, and work towards helping others succeed. They will serve as a coach and mentor, establish trust, and build rapport in the department as well as throughout the company. They will be able to see the big picture without losing site of the details, or of the people who manage them. Based on prior experience at various levels in a fast paced contact center environment, the candidate will be an expert in the area of customer service, and problem solving. They will comfortably communicate across all levels of the organization, convey needs clearly, and negotiate through to amicable solutions.
Specific Responsibilities May Include:
Achievement of intraday, daily, weekly and monthly SLA targets
Attend, manage or organize disciplinary procedures as required
Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately
Contribute at varying levels of involvement in operational projects and initiatives
Manage day to day operations and ensure that all daily and periodic activities are completed as planned
Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets
Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention
Leverage Training organization to ensure expectations are aligned
Partner with Workforce Management to support SLAs
Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction
Provide leadership, direction, develop and maintain team morale
Available 24 x 7 for escalations or other issues requiring immediate attention
Required Experience, Skills & Competencies:
Training and Experience:
Experience as a leader managing large groups in a service delivery environment
High school diploma or equivalent required
Ability to:
Deal with constant change while maintaining a consistent environment for the team
Effectively manage people and provide team leadership
Monitor and coach in a positive and supportive manner
Apply accuracy, and attention to detail and data standards to all initiatives
Work in teams and coordinate work efforts
Display strong communication, organizational, and interpersonal skills
Analyze data to draw solid conclusions and construct and implement impactful action plans
Thrive in a high intensity, ever-changing, fast paced environment
Use high proficiency with MS Office suite
Demonstrate strong analytical skills
Preferred Experience, Skills & Competencies:
Contact Center Experience
Experience as a leader in a call center environment
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 changes 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.
Additional Job Description
The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.
EEO Statement