Operations Manager

Description

Key skills and experience

• At least 2 years of working experience as an Operations Manager or equivalent role in a BPO (Business Process Outsourcing) setup;
• Managed at least 80-100 staff across multiple lines of business;
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Proven track record of meeting and delivering targets and commitments;
• Content moderation environment work experience is a plus but not required;
• Proficient in Google Suite and online collaboration tools is a plus;
• Capable of building productive business relationships with clients;
• Strong organizational, managerial, critical thinking, creative thinking, problem-solving, decision-making, and analytical skills;
• Willing to work on public holidays and shifting schedules, including night shifts when needed.

Responsibility

• Overall in charge of managing program operations and KPIs set by the client, such as Quality Efficiencies, Staffing, and Service Level;
• Effective collaboration with team members and co-managers. Immediate superior, other support; groups/departments such as GA, HR, Recruitment, IT, Training and Quality, and Workforce Management define action plans that resolve issues and drive continuous improvement;
• Daily communication with the client to align expectations;
• Host internal and external Business reviews on a regular basis and present operational performance, clearly communicate insights, and ensure all operational concerns are addressed;
• Manage program daily and monthly operating metrics within budgeted expense parameters;
• Develop, manage, and maintain employee productivity goals against departmental standards;
• Produce monthly operating reports detailing center activity, trend analysis, goals/objective status, and special projects;
• Coordinate with Site Senior Manager on Human Resource recruiting, training, development, and retention.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.