Basic Information

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Description and Requirements

As the project manager you are responsible for the end-to- end accountability and management of projects and/or programs for business initiatives, either internal or external to TELUS International. This includes planning and successful delivery of client launches. You will act as the primary point of contact for the client during all phases of the project. You will develop and implement the detailed project plan for the assigned projects to ensure client, both internal and external, commitments are achieved within the business objectives of the Company and to ensure the quality of the project is completed on time, in scope, and on budget. You will manage 1 to 5 projects at a time, varying in size and complexity.Each day, you look forward to conquering every stage of the project lifecycle, embracing accountability in a dynamic environment. At the core of your talents is your strength as an effective communicator . YOU quickly build rapport with various stakeholder and ultimately YOU get the job done. 


  • Responsible for medium-sized, complex projects 
  • Provides overall direction to the formulation, development, implementation, and delivery of a project 
  • Manages projects comprised of multiple sub-projects and tasks 
  • Evaluates project deliverable changes and determines their impact on related and interdependent tasks and projects 
  • Plans and manages all aspects of a project including, but not limited to, scope, execution, and budget. 
  • At the same time consistently adhering to predefined quality measurements to meet business needs and direction. 
  • Apply strong project management techniques and skills to ensure a successful transition. 
  • Maintain and extend strong positive relationships with client representatives at all times. 
  • Ensure all interactions, both verbal and written, are professional and display appropriate courtesy. 
  • Apply strong leadership skills to remove obstacles and resolve conflicts. Manage the varying staffing needs that result from running multiple projects concurrently, all of which share a common pool of personnel. 
  • Document project processes and progress before, during, and after the project. 
  • Collect and validate the requirements to estimate the tasks, human resources, cost and time it will take to deliver a project. 
  • This will be done in collaboration with but not limited to: IT, Operations, HR, WFM, Site Management Finance and the client. 
  • Develops detailed project plans, monitors and controls project plan Build and lead a project team that will deliver the project on time, in scope and within budget. 
  • The transition team is composed of various internal cross-functional units whose respective roles and responsibilities will be delineated in the project plan. Confirms expectations with each project team member, including individual targets, requirements, deliverables and timelines. 
  • Coordinate the actions of the TELUS International project team assembled (including the client project team). 
  • Communicate the progress to Stakeholders (Executives), Sponsors (Functional Managers) and Team Members from project conception through completion. 
  • Conduct regular project coordination, monitoring and status review meetings to ensure that the project timetable is being implemented according to plan and the deliverable owners comply with and complete their respective assignments on the committed dates / timelines. 
  • Maintains action registry/minutes, provides regular project progress and status reports to management and client and drives projects through all phases. Monitor the progress / completion status of activities in the project plan and flags any major issues that need resolution and immediate attention or corrective actions. 
  • Ensure changes to the plans are agreed to and communicated to everyone concerned. Resolves and/or ensures appropriate resolution of all business and technical issues. 
  • Coordinate closely with the client for any ongoing issues / concerns on billing, training, operations, technical and quality and ensures these are taken into account or incorporated into any plan revisions. 
  • Work closely with members of the project team or to any other units involved to ensure timely implementation and execution of changes. 
  • Attend regular project and client meetings including Operations and Quality Reviews and facilitates issue identification, monitoring and closure. 
  • Supervise the Delivery Primes and Support who are tasked with overseeing and managing project deliverables and documentation of project processes and tools both in their initial stage and the final copy. 
  • Ensure agreements reached during project briefings with the project team are documented. 
  • Manage project financials; Ensure control of project: dealing with conflicting priorities, issues, risks, dependencies and change; Ensure deliverables adhere to quality standards. Identifies and manages risks associated with the project; develops and executes contingency plan 
  • Contribute to continuous improvement of processes, procedures, documentation, templates and enhancement of Global PMO department. Assist fellow PMO team members in transition tasks 
  • Assist in PMO team reporting and admin tasks, this includes, but is not limited to, gathering transition financials and recruitment projections. 
  • Stay informed and up to date with Project Management best practices. 

  • Bachelor’s Degree in Engineering / Statistics / Information Technology / Management or other relevant fields 
  • Project Management Professional Certification (preferable) Green Belt Six Sigma Certification (preferable) 
  • At least 5 years total working experience; more than 2 years’ experience in the call center industry and/or BPO industry project management; 5 year experience in the Contact Center / BPO / IT industry. 
  • Exemplary Communication Skills in English
  • Advanced knowledge on project management methodologies, principles and practices and in the coordination and creation of project teams
  • Good combination of leadership and interpersonal skills
  • Strong business process knowledge and acumen
  • Strong interpersonal skills with ability to interact at all levels with clients, vendors & internal teams.
  • Excellent communication and presentation skills, as well as organizational and time management skills.
  • Demonstrated creative and innovative thinker
  • Strong organizational, analytical and logical skills; Must be flexible but at the same time, very focused and committed.
  • Ability to deal with conflict
  • Strong Leadership Skills

Other details
  • Candidate must be willing to support the night shift
  • Must be willing to be assigned in any TELUS International Sites in the Philippines

Important reminder:

  • All applicants are required to attach their updated CVs

Required Language(s)