Basic Information
Ref Number
Req_00112643
Primary Location
Riga
Country
Latvia
Work Style
On Site
Description and Requirements
Business operations, BPO KPI and employee motivation are not only empty phrases for you, but you know exactly what is behind it? We have the perfect job for you!
Operations Manager (m/f/d)
Overview of tasks
- Providing exceptional people management, mentorship and professional development to members of the team, achieving low attrition levels and high employee engagement
- Mentor team manager regarding efficiency and quality – good client service, prompt problem solving, effective time management and others
- Driving Operations teams to deliver continuous improvement and productivity/quality gain
- Flagging and escalating business risks to partner in a timely manner
- Monitor team’s KPIs and daily results to timely spot issues, understand reasons and find effective solutions
- Managing the day-to-day operations in accordance with contractual requirements and SLAs
- Prompt identification and resolution of Service delivery issues including implementation of preventative measures
- Manage the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human and other resources
- Manage Service delivery processes and Service Level reporting mechanisms
- Work on necessary reporting and data analysis for Company and Client needs
We are looking for:
- Bachelors degree or equivalent
- Reasonable managerial experience over several functions
- Team management and development experience
- Business process understanding and the ability to manage several processes at the same time
- Experience with data analysis and reporting
- Customer care or service delivery experience
- Excellent language usage skills and fluency in English
- Out-of-the-box thinking
We will offer:
- Appealing benefits like private health insurance after 3 months of probation period
- Employee discount programs, providing partnerships with fitness centers and restaurants
- Versatile and challenging field of activities and space to implement your own ideas
- Great office with modern workspaces at the city center of Riga
- Positive international working environment; fun floor with PlayStation, table tennis, and many more
- Participation: the feedback of our employees is always welcome
- Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
Additional Job Description
Business operations, BPO KPI and employee motivation are not only empty phrases for you, but you know exactly what is behind it? We have the perfect job for you!
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.