About the role
Description Minimum Requirements:
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5+ years of experience in BPO / contact center operations
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2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role
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Proven experience managing large-scale operations, ideally 300+ FTE
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Experience managing multiple LOBs, queues, or client programs
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Experience managing Team Leaders / Operations Managers and indirect reports
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Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity
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Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency
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Experience with client-facing operations and senior stakeholder management
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Proven experience creating and executing recovery plans for underperforming KPIs
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Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions
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Experience leading change management, process improvements, and operational transformation
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Strong written and verbal communication skills
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Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required
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Strong knowledge of contact-center KPIs, including:
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CSAT / Customer Satisfaction
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Quality
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AHT
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Service Level
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Attendance / Absenteeism
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Attrition
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Productivity
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SLA performance
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.
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.
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