Account General Manager

TELUS Digital; Dadri; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

TELUS Digital is seeking an experienced Operations Manager to oversee multi-LOB or multi-client programs, driving profitability and KPI attainment. You will manage staffing ratios, enforce policies, and recognize top performers while coordinating with internal support functions.

In this role you may assume AGM duties, provide strategic direction for growth and process improvements, maintain client relations, monitor budgets, and mentor teams to uphold TELUS standards and drive customer value.

Qualifications

• 3–5 years in Call Center Operations, Customer Service, BPO, or Telecom in a managerial role.
• Advanced knowledge of call center operations and related software.
• Strong client relations, leadership, and project management skills.
• Excellent verbal and written English communication; ability to plan and coordinate.

Responsibilities

• Accomplishes all roles and responsibilities of an Operations Manager, including profitability and KPI attainment for multiple LOBs/clients.
• Maintain staffing ratios to ensure smooth operations and adherence to policies.
• Recognize and reward top performers through incentives and non-monetary rewards.
• Coordinate with internal support functions as needed.
• Provide strategic direction for growth, process improvements, and efficiencies.
• Maintain strong client relations and translate client requirements into action plans.

Skills

Leadership

People management

Strategic thinking

English communication

Time management

Education

Bachelor’s Degree in Business / Management

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

• Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not

Description

Roles & Responsibilities

• Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not
• limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s by ensuring the attainment of client-specified KPI's and targets; Maintains, company-set ratios on staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to the program/s and drives for adherance to such policies; Ensures recognition and reward for top performing team members through incentive pay-outs nad non-monetary rewards; Conducts performance planning / appraisal / feedback activities as well as proper documentation of such; Coordinates with internal support functions as needed.
• May assume an AGM role in the absence of a Director of Operations, in which there is full P&L responsibility for all LOB's / client/s / program/s managed and supported.
• May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and supported, in terms of growth, process improvements and efficiencies, enhanced profitability or possible new business opportunities, ensuring alignment to the overall business strategy of the organization.
• Maintains cordial and effective working relations with external clients and serves as the primary interface of clients. Translates client requirements into action plans for the LOB's/account/s / program/s. Establishes open and honest communication regarding all aspects of the LOB's/account/s'/program/s' performance. Anticipates the needs of the clients proactively and acts on such requirements before they arise.
• Participates in the budgeting process and adheres to the established budget for the LOB's / account/s / program/s. Manages costs and expenditures efficiently and wisely within budgeted guidelines. Actively monitors expenses incurred.
• Maintains a high level of morale and productivity within the LOB's/account/s / program/s. Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies. Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.

Qualitification

• Bachelor’s Degree in any course, preferably Business or Business Management.
• At least 3 to 5 years (3-5) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in a Managerial capacity.
• Advanced knowledge in call center operations and organization required. Prior knowledge of client-specifics preferred. Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).
• Client relations. Leadership and people-management skills. Project management skills. Excellent verbal and written English communication skills; planning, organizing and coordination skills; Strategic thinking; Adaptive to changing work schedules and working hours. Active listening skills. Operates with minimal supervision. Customer orientation. Time Management and Multi-tasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills. Presentation Skills.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.

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