Operations Manager - INTL Morocco

Insight Global; Toronto; On-site; CAD 110,000 - 140,000; Full time

Job summary

TELUS Digital is seeking a seasoned Operations Manager to lead Wireless Operations teams supporting the Canadian telecommunications business. This role oversees multiple Team Leaders and a large customer care and technical support operation in a global context.

The successful candidate balances people leadership, business performance, customer experience, and continuous improvement initiatives, driving leadership development and cross-functional program execution.

Qualifications

• 2-3+ years as an Operations Manager in contact center, BPO, telecom, or customer service.
• Experience leading team leaders/supervisors/managers.
• Proven experience managing large-scale customer support operations.
• Bilingual in English and French.
• Strong coaching, leadership development, and stakeholder management skills.
• Experience driving operational KPIs and business outcomes.
• Excellent communication and executive-level presentation abilities.
• Ability to thrive in a fast-paced, matrixed global environment within Telecommunications.
• Experience supporting Canadian customers or clients.
• Sales operations or sales leadership experience.
• Experience leading business customer support teams.
• Experience managing global or multi-site operations.

Responsibilities

• Lead a team of 5-8 Operations Team Leaders overseeing approximately 150-250 employees.
• Drive operational excellence across customer care and technical support functions.
• Coach and develop leaders to improve team performance and engagement.
• Analyze business metrics and implement performance improvement initiatives.
• Lead workforce planning, productivity, quality, and customer experience initiatives.
• Partner with global stakeholders and executive leadership on strategic priorities.
• Support and execute operational programs, process improvements, and organizational initiatives.
• Drive reductions in escalations, customer complaints, and operational inefficiencies.
• Develop and implement training, coaching, and leadership development programs.
• Participate in leadership meetings and global business reviews.

Skills

Bilingual English/French

Leadership of leaders

KPIs & performance

Stakeholder management

Executive communication

Telecommunications experience

Canadian client experience

Sales operations leadership

Global/multi-site operations

Job description

Job Description

TELUS Digital is seeking a seasoned Operations Manager to lead Wireless Operations teams supporting the Canadian telecommunications business. This individual will oversee multiple Team Leaders and a large customer care and technical support operation, while partnering with global leadership teams across Morocco, the Philippines, India, Guatemala, and El Salvador.

This position requires a strategic operational leader who can balance people leadership, business performance, customer experience, and continuous improvement initiatives.

The successful candidate will play a key role in leadership development, operational strategy, escalation management, coaching effectiveness, and cross-functional program execution.

Day-to-Day Responsibilities

Lead a team of 5-8 Operations Team Leaders overseeing approximately 150-250 employees

Drive operational excellence across customer care and technical support functions

Coach and develop leaders to improve team performance and engagement

Analyze business metrics and implement performance improvement initiatives

Lead workforce planning, productivity, quality, and customer experience initiatives

Partner with global stakeholders and executive leadership on strategic priorities

Support and execute operational programs, process improvements, and organizational initiatives

Drive reductions in escalations, customer complaints, and operational inefficiencies

Develop and implement training, coaching, and leadership development programs

Participate in leadership meetings and global business reviews

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

2-3+ years of experience as an Operations Manager within a contact center, BPO, telecom, or customer service environment

Experience leading leaders (Team Leaders, Supervisors, or Managers)

Proven experience managing large-scale customer support operations

Bilingual in English and French

Strong coaching, leadership development, and stakeholder management skills

Experience driving operational KPIs and business outcomes

Excellent communication and executive-level presentation abilities

Ability to thrive in a fast-paced, matrixed global environment Telecommunications industry experience

Experience supporting Canadian customers or clients

Sales operations or sales leadership experience

Experience leading business customer support teams

Experience managing global or multi-site operations