Position Overview:
Providing an inspired sense of leadership to a client account consisting of teams of contact center agents, team leaders and managers. The Senior Operations Manager is responsible for overseeing the day-to-day operations of the team to ensure consistent follow up and communication, problem solving and to meet established client metrics and Service Level Agreements (SLA’s). The ideal candidate will ensure operations and financial targets are met or surpassed e.g. balanced scorecard metrics and financial indicators such as EBITDA, profit and loss, gross margins etc.
The Sr. Operations Manager will also provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship management and program management.
Specific Responsibilities May Include:
Required Experience, Skills & Competencies:
Preferred Experience, Skills & Competencies:
TELUS 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:
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Job Type: Full-time
Salary: Up to $80,000.00 per year
Benefits:
Supplemental Pay:
Work Location: One location
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