Allgemeine Angaben

Ref Number





Ortigas Center



Job Kategorien

Digital Solutions

Work Style




  • Eight (8) years IT operations experience with five (5) years experience on database operations and implementations in a leadership or supervisory capacity

  • Technical proficiency on related domains. ex. Cloud Infrastructure, AI, Software Development, Operating Systems, Networking, Database, etc.

  • Client relations. Leadership and people-management skills.  

  • Financial Management and Project management skills.  

  • Excellent oral and written English communication with professional communication skills both verbal and written business correspondence; 

  • Availability to work on the business hours of the client; Adaptive to changing work schedules and working hours.  

  • Time Management and Multi-tasking skills.  

  • Detail-oriented, Analytical, Problem-Solving and Decision-Making skills

Zusätzliche Stellenbeschreibung

Job Responsibilities: 

  • Ensure that service metrics (SLAs, KPIs) are met and day to day targets are achieved through monitoring of activities, prioritization of tasks and appropriate shift resource staffing.

  • Respond to customer escalations, participate in Post Implementation Reviews, identify learning and develop action plans for improvement.

  • Liaises with Senior Management and the Clients regarding the program/s’ performance;  Participate and conduct business reviews on regular intervals; Identify service improvement plans based on feedback from the Client Health Check and Likelihood to Recommend surveys.

  • Roll out operational processes to ensure proper planning, implementation and validation of tasks and activities;

  • Manage productivity of team members and ensure workload is appropriately assigned and distributed with the team.

  • Forecast and manage month-on-month work hours of the team; Implement measures to drive profitability and ensure timely and accurate submissions of timesheets and billable hours; 

  • Conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.  

  • Develop succession plans for the team and groom/develop new leaders. 

  • Screen candidates and work with Talent Acquisition in hiring and ensuring the right talents are recruited for open or projected positions in the program; Facilitate onboarding of new team members.

  • Aims for high employee engagement and healthy levels of attrition by leading activities that promote work-life balance and modeling TELUS International’s Leadership Philosophy. Carries out fair process and decision-making at all times and furthers the same to all subordinates and team members.

  • Drives for the recognition and reward of top-performing/improving  team members and fosters improvement of non-performers by implementing a well-rounded rewards and recognition program and ensuring the pay-out of incentives are delivered timely.  

  • Keeps self abreast of emerging technologies and trends in the Information Technology and IT Service Management  industry and relates such to current teams. 

  • Develops new ideas to challenge the status quo and proposes solutions to existing challenges. Participates in projects and initiatives that promote cross-team collaboration and support delivery enhancement and business improvement.

  • Helps safeguard business continuity and emergency readiness; Facilitate implementation of BCP within the team.

  • Upholds company policies as it relates to the program/s and drives for adherence to such policies.  Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.

  • Ensures that Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with the team with Team Leads/Members.  Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

  • Actively participates in industry standard audits and certifications (i.e. ISO 20000) when required.

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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