Distinguishing Characteristics:
 

A successful OM will lead by example, mentor employees and delegate tasks in a diplomatic manner. They will be decisive, demonstrate loyalty to the staff and business needs equally, and work towards helping others succeed. They will serve as a coach and mentor, establish trust, and build rapport in the department as well as throughout the company. They will be able to see the big picture without losing site of the details, or of the people who manage them. Based on prior experience at various levels in a fast paced contact center environment, the candidate will be an expert in the area of customer service, and problem solving. They will comfortably communicate across all levels of the organization, convey needs clearly, and negotiate through to amicable solutions.

Specific Responsibilities May Include:

• Achievement of intraday, daily, weekly and monthly SLA targets

• Attend, manage or organize disciplinary procedures as required

• Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service

• Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately

• Contribute at varying levels of involvement in operational projects and initiatives

• Manage day to day operations and ensure that all daily and periodic activities are completed as planned

• Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets

• Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention

• Leverage Training organization to ensure expectations are aligned

• Partner with Workforce Management to support SLAs

• Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction

• Provide leadership, direction, develop and maintain team morale 

• Available 24 x 7 for escalations or other issues requiring immediate attention

Required Experience, Skills & Competencies:
Training and Experience:

• Must have at least 6 months tenure in current role at time of application

• Minimum 3 yrs experience as a leader managing large groups in a service delivery environment

• Previous contact center leadership experience strongly preferred

• High school diploma or equivalent required

Ability to:

• Effectively resolve conflict among team members in a manner that promotes team spirit and productivity

• Navigate difficult conversation at all levels (direct reports, teams, management, client, etc) in a productive manner

• Deal with constant change while maintaining a consistent environment for the team

• Effectively manage people and provide team leadership

• Monitor and coach in a positive and supportive manner

• Demonstrate strong emotional intelligence and resilience with the ability to coach these skills in their direct reports

• Apply accuracy, and attention to detail and data standards to all initiatives

• Perform duties objectively, devoid of inherent biases or personal beliefs

• Work in teams and coordinate work efforts

• Display strong communication, organizational, and interpersonal skills

• Analyze data to draw solid conclusions and construct and implement impactful action plans

• Thrive in a high intensity, ever-changing, fast paced environment

• Use high proficiency with MS Office suite

• Demonstrate strong analytical skills

Preferred Experience, Skills & Competencies:

• Experience as a leader in a contact center environment

• Previous experience managing content moderation outsourcing is an advantage

• Current pursuit or completion of iAspire training (internal applicants)

TELUS Values:
 

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity

• We have a passion for growth

• We believe in spirited teamwork

• We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.