Basic Information

Ref Number

Req_00129109

Last day to apply

١٩-مايو-٢٠٢٤

Primary Location

Noida - 135 - BPO

Country

India

Job Type

Business Process Outsourcing

Work Style

On Site

Description and Requirements

The Operations Manager is responsible for executing the strategies established by the account, through planning, coordination, and motivation of Team Leaders under his / her charge, with the aim of providing quality service that meets the standards of the account. He/she also is responsible for maintaining constant communication with the client.

Main Responsibilities:

  • Delivers on all goals and metrics as described in the client’s 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 program’s 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-

1. Overall 8-10 years of experience in BPO

2. Graduate

3. One year experience as an OM in current organization

Equal Opportunity Employer

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.


Additional Job Description

The Operations Manager is responsible for executing the strategies established by the account, through planning, coordination, and motivation of Team Leaders under his / her charge, with the aim of providing quality service that meets the standards of the account. He/she also is responsible for maintaining constant communication with the client.

Main Responsibilities:

  • Delivers on all goals and metrics as described in the client’s 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 program’s 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-

1. Overall 8-10 years of experience in BPO

2. Graduate

3. One year experience as an OM in current organization


Equal Opportunity Employer

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.



Language Reference
English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada.   We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS International, 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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