TELUS Operations Manager Performance Enablement
@ TELUS Digital

Hybrid
CA$120,000
Hybrid
Full Time
Posted 21 hours ago

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XXXXXXXXXX XXXXXXXXXXX XXXXXXX******* @telusdigital.com
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Job Details

About TELUS Digital

TELUS Digital, the global arm of TELUS Corporation, delivers contact center and BPO solutions to some of the world's largest corporations. With multi-shore, multi-language programs, we offer secure infrastructure, value-based pricing, and exceptional customer service.

Position Overview

As a TELUS Operations Manager Performance Enablement, you will lead a team that analyzes repeat calls to determine root causes, establish action plans and create resources to optimize operational performance. You will drive team performance, engagement, and development while collaborating with senior leaders across functions.

Key Responsibilities

  • Establish strategic goals for performance enhancement and set team priorities.
  • Monitor repeats KPI and analyze data to spot trends and issues.
  • Define and execute action plans to reduce repeat calls.
  • Review and improve processes, resources, and tools continuously.
  • Lead cross-departmental initiatives with product, marketing, and customer experience teams.
  • Prepare and present regular reports on KPIs and action plan results.
  • Develop and mentor a high-performing, engaged team.

Core & Leadership Competencies

Support customers, embrace technology & manage self-development. Provide leadership, drive change, build teams, and manage stakeholders.

Functional Competencies & Qualifications

Strong understanding of BPO industry trends. Proficiency in data-driven decision making, advanced analytics, and AI-driven insights. Excellent communication, presentation and stakeholder management skills. Minimum 7-10 years of work experience (with 5 years managerial experience) in call center management and a Bachelor's degree in Business Administration or related fields; advanced certifications (Six Sigma, Lean or MBA) are preferred.

TELUS Digital Internal Requirements

Must meet current role metrics, maintain 95% attendance, have at least 1 year tenure at TELUS Digital, and exhibit schedule flexibility with no active disciplinary actions.

EEO Statement

TELUS Digital is an equal opportunity employer committed to a diverse and inclusive workplace, basing employment decisions on qualifications, merits, competence, and performance.

Key skills/competency

  • Operations Management
  • Performance Enablement
  • Data Analytics
  • Process Improvement
  • Team Leadership
  • Stakeholder Management
  • BPO Trends
  • Call Center Metrics
  • Advanced Analytics
  • Strategic Planning
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How to Get Hired at TELUS Digital

🎯 Tips for Getting Hired

  • Customize your resume: Tailor it with measurable achievements.
  • Research TELUS Digital: Review company culture and recent news.
  • Highlight relevant skills: Emphasize analytics, process improvement, and leadership.
  • Prepare for interviews: Practice behavioral and technical questions.

📝 Interview Preparation Advice

Technical Preparation

Review KPI data analysis techniques.
Familiarize with advanced analytics software.
Study process improvement methodologies.
Practice industry-specific case studies.

Behavioral Questions

Describe a time you optimized workflow.
Explain team conflict resolution approaches.
Share leadership experience in change management.
Discuss managing high-pressure stakeholder expectations.

Frequently Asked Questions