基本信息
参考编号
Req_00165124
申请的最后一天
19-9月-2025
主要地点
GT - Guatemala - Pradera West
国家
危地马拉
工作方式
On Site
描述和要求
Position overview:
As an Operations Manager, your priority will be to create the best possible experience and constantly look to improve operational services. Primary responsibilities will be focusing on driving an excellent user experience at scale. You will be responsible for holding our Performance Success across sites and accountable for meeting Service Level Agreement (SLA) through effective governance and performance management. You will be responsible for collaborating across functional teams to drive a world-class user experience.
Key responsibilities:
- Own daily and weekly site performance and KPI management across all contact channels.
- Understand day-to-day performance and challenges presented by users and sites.
- Hold operational teams accountable to performance expectations.
- Participate in Weekly Business Reviews, ad-hoc team huddles, and key updates to internal stakeholders.
- Participate in monthly and quarterly business reviews between Client and TELUS operations team
- Own onboarding and offboarding for the assigned regions' users, and designate/maintain appropriate tools and access.
- Partner with Quality in monitoring users' interactions for quality and coaching opportunities and provide feedback.
- Partner with the Client Success Team, the L&D and QA team, and all other client teams, to ensure consistently good delivery of services contracted by the sites to App users.
- Support resolution of site activities, inquiries, issues, incidents, service requests, and escalations.
- Contribute in the development and participate in ongoing continuous improvement initiatives to improve effectiveness and efficiencies in the contact center.
- Lead data-driven root cause analysis for variances in operational performance.
- Partner with Customer Success leadership and Sites to ensure a world-class customer experience.
Requirements:
- Schedule flexibility (AM/PM and weekends) - Required
- Availability to work on-site - Required
- Minimum of 1 year of proven experience as Operations Manager
Core competencies:
- Leadership
- Highly focused on operational discipline, sense of urgency and delivery of results
- Experience in client-facing roles/scope of responsibilities
- Creativity and innovation
- Analytical skills
- Organizational skills
- Proactive ownership and accountability
- Efficient decision-making and problem-solving skills
- Management ability
Functional competencies:
- English - B2 or above: Required
- Oral and written comprehension.
- Appropriate use of language.
- Google Sheets and Excel Knowledge - Required
- Proficiency using Zendesk is a plus
- Excellent written and verbal communication skills and ability to adapt tone to the company brand
- Comfortable working in a dynamic environment that requires adaptability
- Travel availability to TELUS Digital sites domestically or internationally
- Ability to manage multiple projects and priorities in a fast-paced environment
Qualifications:
- Bachelor’s degree in Business Administration, a related field.
- 2+ years of experience in Contact Center and/or BPO management.
- Experience in presenting complex information in a clear and concise manner.
- Experience supporting App users across multiple channels, including phone, email, social media, back-office functions, and chat/instant messaging.
- Experience creating project plans and executing them to completion.
补充工作描述
Drive operational excellence, ensuring top user experience, and meeting KPIs across all channels. Leads cross-functional collaboration, performance management, and continuous improvement initiatives to deliver world-class service.
EEO Statement
At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
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.
