Operations Manager

Description

Key Responsibilities:

• Manage ongoing transitions, SLAs, processes, and people.
• Handle the transition and setup of the Contact Centre.
• Create Standard Operating Procedures (SOPs) and track go-live progress.
• Get trained and certified to assist Customer Service Representatives (CSRs) with live work.
• Complete assigned tasks within the agreed Turnaround Time (TAT) with 100% accuracy
• Lead a team to ensure client delivery.
• Strive for zero escalations and errors (E&O).
• Facilitate career pathing and development of employees for advancement
• Manage SLAs, including queue monitoring, work allocation, and driving problem analysis and resolution.
• Communicate effectively with clients, conduct reviews, and provide timely responses.
• Generate effective and accurate reports of key metrics
• Conduct employee engagement activities as directed by the business.
• Provide timely updates to internal stakeholders and onshore counterparts.
• Drive process improvements and efficiencies.

Must-Have Requirements:

• 3-7+ years of relevant and overall work experience.
• Proven experience (2 years) in customer service management, with a focus on ISP as an Operations Manager.
• Excellent communication and analytical skills.
• Proficiency in MS Office applications (MS-Excel, MS-Word) and SQL.
• Ability to handle difficult client situations and develop strategic solutions.
• Ability to multitask and demonstrate self-starter qualities.
• Basic knowledge of Quality tools such as Six Sigma, Kaizen, and LEAN is preferred.
• Strong analytical, planning, and organizational skills.
• This is a Work From Office (WFO) role supporting clients for 15x5 hours.

Perks and Benefits

• Medicare Facility(free online consultation with Doc)
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.