Operations Manager

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 focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) Countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.

Learn more at: telusdigital.com

Title: Operations Manager

Location: Cork, Ireland

Hours of Operations: 2pm - 1AM, Monday to Sunday

Position Overview

Reporting directly to the Global Operations Account Manager, the Operations Manager is responsible for leading the day-to-day operations of a high-volume multilingual contact centre environment. This role is focused on driving operational excellence, delivering exceptional customer experiences, and ensuring the achievement of key service delivery metrics across productivity, quality, and client satisfaction.

The successful candidate will bring strong leadership capability, operational expertise, and a passion for developing high-performing and highly motivated teams. You will play a critical role in workforce planning, performance management, client relationship management, continuous improvement initiatives, and employee engagement to ensure operational success in a dynamic and fast-paced environment.

Key Responsibilities

• Lead and manage the operational delivery of multilingual customer support teams within a high-volume contact centre environment.
• Ensure all client Service Level Agreements (SLAs), quality standards, productivity targets, and operational KPIs are consistently achieved or exceeded.
• Develop, coach, and mentor Managers and Supervisors to build high-performing and engaged teams.
• Drive employee motivation, retention, and engagement initiatives to foster a positive and productive workplace culture.
• Collaborate with cross-functional departments to ensure smooth operational delivery and effective communication across teams.
• Monitor operational performance through reporting, data analysis, forecasting, and workforce planning to optimize efficiency and resource allocation.
• Build and maintain strong client relationships by understanding business requirements and ensuring customer expectations are met.
• Lead operational projects, process improvements, and change management initiatives to support business growth and service excellence.
• Identify opportunities for continuous improvement and implement best practices to enhance operational performance and customer satisfaction.
• Partner with recruitment teams to support hiring strategies and workforce scalability.
• Ensure compliance with company policies, operational procedures, and quality standards.
• Work effectively with peers and stakeholders across multiple geographical locations to support global operational alignment.
• Strong decision-making and problem-solving skills
• Results-oriented with a focus on operational excellence
• Excellent people leadership and coaching capability
• Strong communication and stakeholder management skills
• High level of integrity and accountability
• Analytical mindset with a process-driven approach
• Collaborative and adaptable leadership style
• Ability to drive innovation and continuous improvement
• Demonstrates a commitment to creating a workplace culture where team members feel valued, motivated, and supported
• Actively builds and maintains strategies that enhance employee satisfaction, retention, and wellbeing as core operational priorities
• Strong organizational and project management skills

Requirements

• Bachelor’s degree in Technology, Business, or a related discipline required.
• Minimum of 5 years’ experience within contact centre operations across multiple business verticals.
• Proven experience managing high-performing operational teams in a multilingual customer service environment.
• Strong experience coaching and developing Managers and Supervisors to achieve operational objectives.
• Strong understanding of contact centre technologies, infrastructure, and workforce management practices.
• Demonstrated experience leading change management and continuous improvement initiatives.
• Quality certifications such as Lean or Six Sigma are considered a strong advantage.
• Additional European language skills are considered an asset.
• Excellent verbal and written Business English communication skills.

Why Join TELUS Digital

At TELUS Digital, we are committed to creating an environment where innovation, collaboration, and growth thrive. You will have the opportunity to work with global teams, support leading international brands, and contribute to delivering exceptional customer experiences in a people-first culture.

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.