Basic Information

Ref Number


Primary Location


Additional Locations

Infinity Tower



Description and Requirements

The Customer Experience Manager oversees the roles under the CE Department to ensure tasks/responsibilities are carried out effectively and efficiently. 


  • Designs and implements career development plans for each role to ensure maximum client, operational, and personal effectiveness
  • Responsible for final analysis, review & approval of recommendations for improving the quality of service of Operations at a local level and maintaining high Customer Experience standards.
  • Supports and manages a strategic approach towards performance improvement and correlates it with root cause analysis findings for business development. 
  • Encourages collaboration amongst other departments to contribute to company’s and business strategies
  • Actively participate within internal and external meetings (WBR, MBR, QBR, YBR, etc) to discuss trends, action plans and reinforces strengths to progress within account
  • Manages client communication and is the point of contact to align Quality Assurance, business strategies, and contribute as partners to develop process improvement between TELUS International & the client
  • Partners up with Customer Experience teams over multiple regions.
  • Liaises with local Finance and WFM teams and is responsible for planning, recruitment, onboarding and invoicing of dedicated resources.
  • Responsible for strategic direction of the programs, main point of contact for all supported programs, pertaining to CE matters and responsible for collaborating and communicating with Senior Management.

Application requirements:

  • Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
  • Bachelor degree in any field
  • Manager sign off
  • +1 year in a TL/Sr TL role
  • Clean HR record
  • Strong attendance record
  • Proven track record of client facing visibility
  • Previous experience in working closely and/or leading teams
  • Exposure to business planning, recruitment processes, and team management 
  • Six Sigma Training Certification - Green Belt: Desired - Yellow Belt : Desired
  • Budgeting and Financial previous experience

Specific qualifications and experience

  • Analytical, Problem-solving and Decision-making skills
  • Strategic mindset and critical thinking
  • Strong negotiation skills
  • Leadership and coaching skills
  • Coaching for Excellence or other coaching methodologies
  • Ability to work with different geographies and provide effective follow up
  • Advanced understanding of both Customer Service and Customer Experience/Quality models

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 4,200 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.


Additional Job Description

Are you ready to take the next step in your career and achieve your next challenge?
TELUS International Bulgaria is looking for you!

Language Reference

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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