Operations Manager, TELUS FFH Pure Fibre CxSS

3-7 Years

Save

Early Applicant

Job 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