Description

Overview:

Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.

* Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.
* Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
* Upholds company policies as it relates to the program/s and drives for adherence to such policies.
* Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.
* Maintains company-set ratios on staffing to ensure smooth operations of the program/s.
* Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.
* Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
* Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
* Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development.
* Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.

Required skills + qualities (technical):

* Bilingual, proficient in French & English.
* Bachelor’s Degree in any course, preferably Business or Business Management.
* Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
* Proficiency in call center operations and organization required.
* Prior knowledge of client-specifics preferred.
* Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Required skills + qualities (technical):

* Client relations. Leadership and people-management skills.
* Project management skills.
* Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills
* Adaptive to changing work schedules and working hours.
* Active listening skills.
* Operates with minimal supervision.
* Customer orientation.
* Time Management and Multitasking skills.
* Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
* Presentation Skills.

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.