Senior Operations Manager

Roles & Responsibilities

To ensure the profitability of the account and each of the lines of business under his/hercharge, in such a way as to guarantee the achievement of the indicators specified in the previously established KPIs.Provide in conjunction with the Account General Manager and Director of Operations, astrategic direction and guidance for the proper functioning of the account; participate in the establishment of budgets, ensuring that each line of business meets the established budget.Also have to manage the assigned costs and expenses efficiently; ensure that the personnel requirements demanded by the account are met, monitor the productivity and quality of the account, constantly develop the OM’s under his/her charge and to ensure that all the @learning and TI Roadmap is executed, maintain a direct communication with the client; responsible for monitoring actions aimed at improving the Pulsecheck; among others.

Skills:

• Leadership
• Orientation to results
• Negotiation skills
• Internal and External Customer Orientation
• Adaptability to change
• Personnel Management
• Attention to details
• Analysis and Decision Making

Knowledge:

• Microsoft Office
• English - B2
• Oral and written comprehension.
• Adequate language use.
• Supervision Techniques - Advanced
• Quality Processes - Advanced
• Customer Service - Advanced
• Performance Assessments - Advanced
• Knowledge of Call Center Operations - Advanced
• Strategic Planning - Advanced

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.