Contact Center Operations Manager

Description

Position Overview:

The Operations Manager (OM) will be responsible for overseeing the day-to-day operations of the team to ensure quality response, consistent follow-up and communication, appropriate problem solving and escalation, development of support procedures, adequate staffing levels for inbound coverage, and timely resolution of requests to exceed or meet established client metrics and Service Level Agreements (SLAs). The OM will also build and manage the customer support team through an aggressive ramp and ultimately drive the development of a climate of superior customer service, and a high performing, goal-oriented staff.

Distinguishing Characteristics:

A successful Operations Manager demonstrates an exceptional balance of strategic vision and tactical execution, combining emotional intelligence with business acumen. They excel at leading through complexity, making decisive decisions while maintaining empathy and building trust across all organizational levels. Their leadership style is marked by calm resilience under pressure, enabling them to navigate change while keeping teams focused and motivated. What sets them apart is their ability to simultaneously drive results and develop people – maintaining high performance standards while creating an environment of growth and support. They demonstrate masterful situational awareness, knowing when to provide structure and when to allow flexibility, all while ensuring business objectives are met through data-informed decision-making and collaborative problem-solving. Their success stems from a unique combination of operational excellence and people-centric leadership, allowing them to transform strategic vision into tangible results while building high-performing, engaged teams.

Specific Responsibilities May Include:

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  Achievement of intraday, daily, weekly and monthly SLA targets
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  Attend, manage or organize disciplinary procedures as required
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  Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce cost without compromising service
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  Partner with HR to ensure all performance / behavioral issues and employee separations are completed timely, thoroughly and accurately
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  Contribute at varying levels of involvement in operational projects and initiatives
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  Manage day to day operations and ensure that all daily and periodic activities are completed as planned
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  Manage the delivery of contractual metrics and service levels in order to satisfy client needs and meet revenue targets
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  Motivate and develop Team Leaders through coaching, feedback and personal development in order to enhance performance delivery, meet contractual obligations and maximize staff retention
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  Leverage Training organization to ensure expectations are aligned
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  Partner with Workforce Management to support SLAs
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  Provide an efficient and flexible response to operational issues, in order to maintain levels of service delivery, client and customer satisfaction
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  Provide leadership, direction, develop and maintain team morale
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  Available 24 x 7 for escalations or other issues requiring immediate attention

Required Experience, Skills & Competencies:

Qualifications

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  2+ years of managerial experience with multi-team leadership expertise (digital-first environment preferred)
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  High school diploma or equivalent

Leadership & Management Skills

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  Expertise in managing complex, multi-team systems and processes
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  Strategic team oversight, workforce optimization, and effective resource allocation
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  Expert conflict resolution and team dynamics management
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  Ability to lead organizational change and transformation initiatives
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  Advanced coaching capabilities for team growth and development
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  Ability to translate organizational vision and strategy into actionable team objectives

Analytical & Strategic Thinking

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  Strong analytical skills with data-driven performance tracking and analysis
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  Strategic thinking and risk assessment capabilities
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  Advanced budget and financial management acumen
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  Ability to analyze complex situations and develop effective solutions

Communication & Interpersonal Skills

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  Strong communication skills across all levels of the organization
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  Ability to influence and align multiple stakeholders
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  Constructive feedback delivery and strategic verbal reasoning capabilities
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  Strong collaborative relationship-building skills

Personal Attributes

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  Exceptional organizational skills, attention to detail, and time management
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  Resilience, accountability, and reliability in all aspects of work
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  Ability to maintain composure and effectiveness under pressure
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  Adaptability to change and comfort in ambiguous environments
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  Self-motivation and initiative in pursuing improvements
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  Emotional intelligence, empathy, and positive outlook
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  Commitment to continuous learning and professional development

Technical Skills

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  High proficiency with MS Office suite
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  Advanced data analysis, interpretation, and precision-focused detail management

Preferred Experience, Skills & Competencies:

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  Contact Center Experience
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  Experience as a leader in a call center environment

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.