Manager, Contact Centre Operations
Year Gurgaon, Haryana, India
Job Description
Description and Requirements
- Directly manage a team of cross departmental resources to ensure efficient and effective daily operations, including hiring of new staff, training and development, and performance management. 30% of the time
- Manage and monitor all program operation tasks related to program service delivery. This includes but is not limited to resolving concerns or escalation that may arise, while building alliances and partnerships with stakeholders. 20% of the time
- Design and implement a delivery model for the multiple processes across lines of business that ensures a superior customer experience while achieving operational efficiency. 10% of the time
- Facilitate open and timely communication between team members, other Telus Health employees and external customers including active participation in departmental or individual team meetings. 10% of the time
- Oversee and act as a local leadership presence for non-operations resources. 20% of the time
- Measure and improve team performance and engagement based on performance metrics.10% of the time
Manage cross departmental resources to ensure efficient and effective daily operations
Language Reference English
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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Job Detail
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Job IdJD3117018
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationGurgaon, Haryana, India
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EducationNot mentioned
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ExperienceYear