TELUS Operations, Manager Performance Enablement - TELUS Digital

TELUS Digital; Canada; On-site; CAD 85,000 - 110,000; Full time

Job summary

A prominent telecommunications company in Canada seeks a Manager of Operations Performance Enablement to lead a team analyzing repeat calls, driving engagement, and fostering performance development. The ideal candidate will have 7-10 years in call center management and strong analytical skills to reduce operational repeats. Join an inclusive environment focused on performance and team leadership.

Qualifications

• 7-10 years of experience, preferably in call center management.
• 5 years of managerial experience.
• Proficient in English, both oral and written.

Responsibilities

• Establish strategic goals for performance enhancement.
• Monitor KPIs related to repeats and analyze data.
• Define and execute action plans to reduce repeat calls.

Skills

Supportiveness

Customer focus

Embracing technology

Self-development management

Strong interpersonal skills

Problem-solving abilities

Education

Bachelor’s degree in Business Administration

Master’s degree or MBA

Job description

TELUS Operations, Manager Performance Enablement - TELUS Digital

Join to apply for the TELUS Operations, Manager Performance Enablement - TELUS Digital role at TELUS Digital

Description and Requirements

Last day to apply: Friday, December 13th, 2024, at 11:59 PM.

This position is available in the following countries:

• Canada
• United States
• Guatemala

Position overview

As a Manager of Operations Performance Enablement, you will lead a team of professionals who analyze repeat calls to find their root causes and establish action plans or create resources to optimize operational performance. You will manage performance, drive engagement, and foster the development of your team.

Key responsibilities

• Establish strategic goals for performance enhancement and manage priorities for the Repeats team.
• Monitor KPIs related to repeats and analyze data to identify trends, issues, and opportunities for improvement.
• Define and execute action plans and allocate resources to reduce repeat calls.
• Continuously review and improve processes, resources, and tools for optimal performance.
• Lead cross-departmental initiatives impacting operational performance, collaborating with senior leaders across functions such as product development, marketing, and customer experience.
• Prepare and present regular reports on KPIs and action plan results.
• Lead and develop a high-performing, engaged team through guidance, support, and mentorship.

Core competencies

• Supportiveness
• Customer focus
• Embracing technology
• Self-development management

Leadership competencies

• Providing leadership
• Leading change
• Building effective teams
• Managing stakeholders

Functional competencies

• Understanding of BPO industry trends, best practices, and metrics
• Proficiency in data-driven decision-making, analytics, and AI insights
• Strong interpersonal, communication, and presentation skills
• Stakeholder management and negotiation skills
• Problem-solving abilities with awareness of broader impacts

Qualifications

• 7-10 years of experience, preferably in call center management; 5 years of managerial experience
• Bachelor’s degree in Business Administration, Customer Service Management, or related field
• Master’s degree or MBA preferred; certifications like Six Sigma or Lean are a plus
• Proficient in English, both oral and written

Internal Requirements for TELUS Digital

• Meeting or exceeding all metrics for the past 3 months
• Minimum 95% attendance
• At least 1 year of employment at TELUS Digital
• No active disciplinary actions
• Schedule flexibility

At TELUS Digital, we foster a diverse and inclusive workplace, making employment decisions based on qualifications and performance without discrimination.