What are the responsibilities and job description for the Call Center Operations Manager position at TELUS International?
Description and RequirementsA 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 targetsAttend, manage or organize disciplinary procedures as requiredBe cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising servicePartner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accuratelyContribute at varying levels of involvement in operational projects and initiativesManage day to day operations and ensure that all daily and periodic activities are completed as plannedManage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targetsMotivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retentionLeverage Training organization to ensure expectations are alignedPartner with Workforce Management to support SLAsProvide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfactionProvide leadership, direction, develop and maintain team moraleAvailable 24 x 7 for escalations or other issues requiring immediate attentionRequired Experience, Skills & Competencies : Training and Experience : Experience as a leader managing large groups in a service delivery environmentHigh school diploma or equivalent requiredAbility to : Deal with constant change while maintaining a consistent environment for the teamEffectively manage people and provide team leadershipMonitor and coach in a positive and supportive mannerApply accuracy, and attention to detail and data standards to all initiativesWork in teams and coordinate work effortsDisplay strong communication, organizational, and interpersonal skillsAnalyze data to draw solid conclusions and construct and implement impactful action plansThrive in a high intensity, ever-changing, fast paced environmentUse high proficiency with MS Office suiteDemonstrate strong analytical skillsPreferred Experience, Skills & Competencies : Contact Center ExperienceExperience as a leader in a call center environmentTELUS 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 firstWe embrace changes and innovate courageouslyWe grow together through spirited teamworkAt TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Additional Job DescriptionThe 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 StatementAt 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.
