Operations Manager

TELUS International; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Qualifications

• Senior Team Leaders with at least 12 months in current role.
• 2 Years Sales Experience in leadership role is mandatory.
• Strong leadership and people management skills.

Responsibilities

• Delivers on all goals and metrics as described in the client’s SOW with clear objectives and action plans.
• Develops and implements actions to improve performance gaps, managing efficiency and staffing for governance and profitability.
• Establishes a clear development pipeline to drive program engagement and retention.
• Acts with urgency toward client concerns, serving as the main POC for WBRs, MBRs and QBRs.

Skills

Leadership and people management

Results oriented & analytical

Customer orientation & negotiation

Tools

Excel

Job description

Main Responsibilities

• Delivers on all goals and metrics as described in the clients SOW, ensuring the alignment of all team members through clear objectives and action plans
• Develops and implements all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the programs financial governance and profitability
• Establishes a clear development pipeline, leveraging all available resources to further drive program engagement and retention
• Acts with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs

Skills

• Leadership, team development and personnel management
• Results oriented, adaptable, and has strong analytic and decision making skills
• Good internal and external customer orientation and with strong negotiation skills

Knowledge

• Intermediate Excel skills required
• Advance written and verbal English skills
• Basic knowledge of operational procedures
• Advanced customer service, performance evaluation, strategic planning, quality processes and motivation theory skills

Eligibility Criteria

• Only Senior Team Leaders with a minimum of 12 months in their current role
• 2 Years Sales Experience in the leadership role is Mandatory