About TELUS Digital
TELUS Digital (NYSE and TSX: TIXT) designs, builds, and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys and enable them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS Digital’s integrated solutions and capabilities span digital strategy, innovation, consulting and design, digital transformation and IT lifecycle solutions, data annotation, and intelligent automation, and omnichannel CX solutions that include content moderation, trust and safety solutions, and other managed solutions. Fueling all stages of company growth, TELUS Digital partners with brands across high-growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality. Learn more at https://www.telusdigital.com
About the role:
TELUS Digital AI are seeking an experienced Operations Manager to join our existing team in Essen, Germany.
Reporting to the Operations Director, the successful applicant will be responsible for providing exceptional people management, mentorship and professional development to members of the team, achieving low attrition levels and high employee engagement.
The ideal applicant will be a people person who can not only work with people, but wants to work with people. They will be analytical and data oriented, with a high emotional intelligence and logical reasoning and are exceptional Out-of-the-box thinkers.
Responsibilities
* 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
Requirements:
* Bachelor’s degree or equivalent
* Minimum 2 years managerial experience over several functions within a BPO/Call Centre Environment
* Business process understanding (including financial impacts, seeing financial/client/project consequences due to certain issues)
* Team management and development experience
* Ability to manage several processes / tasks / functions at the same time
* Any prior exposure/experience with AI technologies is a substantial advantage
* Skill-set and ability to understand people is the most important
* Experience with data analysis and reporting
* Ability to understand what kind of factors have an impact on KPIs
* Excellent language usage skills