Providing an inspired sense of leadership to a client account consisting of teams of contact center agents, team leaders and managers. The Senior Operations Manager is responsible for overseeing the day-to-day operations of the team to ensure consistent follow up and communication, problem solving and to meet established client metrics and Service Level Agreements (SLA’s). The ideal candidate will ensure operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc.

The Sr. Operations Manager will also provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management and program management. 

Specific Responsibilities May Include:

• Oversee all aspects of team member training and development related to programs and client needs

• Ensure high performance standards are maintained through consistent and frequent monitoring and coaching of representatives.

• Oversee performance and quality standard reviews to ensure outcomes meet client expectations

• Monitor all key metrics in support of meeting/exceeding initiative objectives

• Troubleshoot and create action plans to quickly and effectively address problems

• Ensure all company policies and procedures are adhered to at the center which includes promoting our company values, fair process, diversity and inclusion

• Identify process improvement opportunities to drive operational efficiencies operation

• Collaborate with senior management to define strategic scope with measurable KPIs to achieve performance results ( agent utilization, productivity, quality, average hold time, abandonment rate, average call wrap-up time, inbound service recovery, and customer reference ability)

• Oversee the interviewing & individual operations assessments of all candidates entering program

• Maintain strong interlock with the hiring & training leaders and implements closed loop planning and work assignments to continuously improve hiring pool

• Manage all personnel in line with meeting key objective, conducts performance reviews and employee recognition

• Manage all financial and budgeting responsibilities of operational support division

• Assume full responsibility for achieving P&L projections for Call Center

Required Experience, Skills & Competencies:

• Minimum 3+ years of campaign level management driving client, shareholder and employee satisfaction 

• Extensive experience in management and operations management in a customer service or call center environment 

• Strong understanding of P&L and campaign budgeting

• Extensive experience in managing individual and campaign metrics

• Demonstrated track record of recruiting, training, coaching and managing a 150+ agent call center to achieve performance objectives

• Strong organizational and strategic planning skills

• Client advocate with strong customer service skills

• Ability to coach and develop program management to drive program performance

• Flexibility and versatility in problem analysis and resolution requiring attention to detail

• Ability to communicate across functional lines

• Ability to analyze and interpret qualitative and quantitative data

• Excellent interpersonal, written and oral communications and organizational skills

• Experience implementing written call center procedures, scripts and processes

• Bachelor’s degree from an accredited university or college with major course work in business, marketing, communications, retail management or equivalent work experience

Preferred Experience, Skills & Competencies:

• Experience in contact center outsourcing

• Knowledge of programs including but not limited to Verint, IEX, Salesforce, etc.

• Post secondary education in business and commerce

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.