Are you ready to take the next step in your career and to achieve your next challenge?

If your answer is YES – then here is a role for you – join the leader in the CX (Customer Experience) industry TELUS International Bulgaria!

We are looking for an Operations Team Manager to join our Team!

Responsibilities:

• Manage a team for an EMEA Inbound Customer support project

• Ensure targets and KPIs are met and teams have appropriate resources

• Propose engagement plans and create a positive working environment for all team members

• Conduct weekly 'Coaching for Excellence' sessions with the Team Leads and Advocate teams

• Help prepare policy papers or reports, if required in the relevant fields of competence

• Prepare for and attend, all scheduled client and colleague meetings and conference calls

• Propose improvements, optimizations and feedback in processes and ways of working

• Lead the recruitment process, from selection, through to assisting initial trainings of the team

• Give guidance on the handling of different cases to the team, offering feedback

• Provide appropriate actions or suggestions to the client

Requirements:

• Fluent command of both spoken and written English

• Have 1 year working experience relevant to the post

• Focus on customer care and teamwork, helping build engagement and a fun environment

• Display a high level of flexibility, willing to work mornings, evenings and weekends as required

• Have an excellent understanding of Microsoft Office, in particular Microsoft Excel

• Call Center working experience is a must

We Offer:

• Attractive salary

• A supportive and collaborative team environment

• Career development opportunities

• International modern working environment (Relax zones, PlayStation, and billiard corners)

• Special benefits for our team members (e.g. gym, yoga classes, massages and corporate psychologist in the office, and many others)

• Additional health insurance & Transportation allowance

• Employee referral bonuses & Recognition programs

• Supportive work-life balance policies

• Assistance and learning

• Employee Relations team to help new hires integrate into the local lifestyle and culture

We care about the well–being of our employees, invest in their future growth, and encourage fun and team-building projects!

Does it sound like the perfect job for you? APPLY NOW!

About us: TELUS International Bulgaria is a publicly-traded company (NYSE & TSX: TIXT) and is the largest employer in the CX (Customer Experience) industry in the country with over 4,000 team members. The company provides a broad portfolio of services - designing, building, and delivering next-generation digital services, AI solutions, customer experience, and much more. The company's primary focus is strict adherence to all our clients' procedures and practices. We are an independent outsourcing services provider and do not function as a local representation of our partners.