The Account General Manager’s main goal is to ensure the delivery of all program and client-facing KPIs while managing an efficient and profitable operation in compliance with the Company’s financial targets and growth projections. They are the primary owners of all client-facing activities and in charge of developing these long-term relationships, including guiding the internal and external alignment of all business objectives through efficient cross-functional collaborations.

Specific Responsibilities May Include:

• Deliver 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. 

• Develop and implement 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. 

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

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

Required Experience, Skills & Competencies:

• Minimum 3 years proven experience in call center operations management

• Bachelor's degree in Business Administration, Psychology, Industrial Engineering, Systems Engineering or Communications

• English proficiency - C1 level (oral and written)

• Advanced MS Office skills

• Budget management expertise

• Planning and supervision capabilities

• Providing strategic leadership

• Managing change initiatives

• Building and developing effective teams

• Stakeholder management

• Employee engagement and retention management

• Customer focus

• Technology adoption

• Self-development management

• Support provision

• Schedule flexibility

Preferred Experience, Skills & Competencies:

• Previous experience in call center industry managing medium to large groups

• Experience with multiple client accounts

• Advanced project management skills

• Experience with performance optimization and process improvement

• International business experience

• Additional language skills

• Advanced degree in related field

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.