Global Multilingual Contact Centre Operations Lead

TELUS Digital; Ireland; On-site; EUR 60,000 - 90,000; Full time

Job summary

TELUS Digital in Cork, Ireland is seeking an Operations Manager to lead day-to-day operations of a high-volume multilingual contact centre. You will drive operational excellence, achieve SLAs, and manage productivity, quality, and client satisfaction.

The role requires strong leadership, workforce planning, performance management and continuous improvement, partnering with cross-functional teams to ensure scalable delivery in a fast-paced, value-driven environment.

Qualifications

• Bachelor’s degree in Technology, Business, or a related discipline.
• Minimum 5 years’ experience within contact centre operations across multiple verticals.
• Proven experience coaching and developing managers and supervisors to achieve objectives.
• Strong understanding of contact centre technologies and workforce management.

Responsibilities

• Lead and manage the operational delivery of multilingual customer support teams within a high-volume contact centre.
• Ensure SLAs, quality standards, productivity targets and KPIs are achieved or exceeded.
• Develop, coach and mentor Managers and Supervisors to build high-performing teams.
• Drive motivation, retention and engagement to foster a positive workplace culture.
• Collaborate with cross-functional departments to ensure smooth delivery and communication.
• Monitor performance through reporting, forecasting and workforce planning to optimize resources.
• Build strong client relationships and ensure customer expectations are met.
• Lead projects, process improvements and change management initiatives.

Skills

Leadership

People management

Strategic thinking

Communication

Problem solving

Education

Bachelor’s degree in Technology, Business, or related

Tools

Contact centre software

Workforce management tools

Job description

TELUS Digital in Cork, Ireland is seeking an Operations Manager to lead day-to-day operations of a high-volume multilingual contact centre. You will drive operational excellence, achieve SLAs, and manage productivity, quality, and client satisfaction.

The role requires strong leadership, workforce planning, performance management and continuous improvement, partnering with cross-functional teams to ensure scalable delivery in a fast-paced, value-driven environment.