About the role

Business Process Excellence supports all of TELUS International teams by driving projects and process changes to improve quality, efficiency, and customer satisfaction while reducing costs or improving revenues. This project manager will be responsible for end-to-end project delivery and leadership as well as training and mentoring using the Lean Six Sigma methodology.

Responsibilities:

• Facilitates Lean Six Sigma training to staff members and leaders as well as mentoring throughout the project lifecycle over all phases (define, measure, analyze, improve and control). 
• Understands call center strategy, goals and objectives from key performance indicators to operational metrics. 
• Proactively communicates new project opportunities and ongoing project updates to internal and external stakeholders.
• Develops “best-in-class” project management practices for team and coach/mentor team members, internal and external to the team. 
• Ensures deliverables conform to global quality standards and customer requirements

Skills & Requirements:

• Meeting or exceeding all metrics in your current role for the last 3 months

• Minimum of 95% Attendance

• Minimum of 1 year as TELUS International employee

• Minimum of 6 months in current position and current account

• No active disciplinary processes

• Schedule flexibility

• Communication and presentation skills

• Effective listening and interpretation skills

• Teamwork

• Analytical skills

• Organizational and planning skills

• Decision Making / Problem Solving

• Can operate with minimal supervision

• Results - oriented

Knowledge:

• Google Suite (Sheets, Slides, Data Studio) - Advanced

• Visio/Lucid charts - Advanced

• Minitab Statistical Software - Medium

• English - B2:

•    • Oral and written comprehension.

•    • Appropriate use of language.

• Understanding of project management methodologies, principles, and practices - Advanced

• Yellow Belt in Lean Six Sigma - Advanced

Studies & Experience:

• Lean Six Sigma experience at a Yellow Belt or Green Belt level, required

• Process mapping experience in Visio/Lucidcharts, required

• University Degree in Business, Engineering or similar, required

• Project management experience is a plus, desirable

• At least 1 year to be in BPO/contact center industry, desirable

• Experience supporting leadership members in an operational or project role is a plus

• Business process change management experience

• Proven ability to teach, coach and mentor others

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.