Job Description

About TELUS International TELUS International (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 50,000 team members and delivery centers across 25 countries in the Americas, Europe and Asia, TELUS International empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company\'s solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS International partners with some of the world\'s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusinternational.com Position Overview: The Site Lead or Senior Director for Operations will lead, direct, coordinate, and oversee the service delivery and operational activities of the organization, ensuring the development and consistent implementation of efficient business initiatives. Establishes, implements, and communicates the strategic direction of the organizations\' operations division. Collaborates with executive leadership to develop and meet company goals while supplying expertise and guidance on operations projects and systems. Proven experience of leading a large scale and highly service driven contact center operations through periods of significant growth or change. Excellent communication and leadership skills to lead and motivate a growing and changing service operations and the ability to engage with diverse leaders and team members at all levels across the wider business to achieve goals and objectives. Ensures that departmental decisions and project plans such as those for staffing, development, organization, material efficiency and facilities are in line with the organizations business plan and vision. Implements operations-related policies, practices, standards, and security measures to ensure effective and consistent support and execution. Guarantees the achievement of all contractual obligations including metrics, service levels, key performance indicators and business objectives as well as all internal TELUS metrics including financial, engagement, attrition, quality and other efficiency and compliance targets Strategically and proactively anticipates the needs of the clients and acts on such requirements before they arise. Monitors account / program / LOB performance as contributed by individual and team efforts to ensure that profitability and efficiency are maintained and improved. Conducts interval business reviews to certify that contract metrics, service level and KPI agreements are met while communicating operational achievements, challenges and strategies effectively. Required Experience and Education: Bachelor\'s degree in Business Management, Administration or another industry-related field is required; MBA preferred. Twelve (12) to Fifteen (15) years of professional and strategic working experience in a leadership capacity in a large-scale Call Center Operations, Customer Services, Business Process Outsourcing or Telecommunications. Required Knowledge: Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change. Expertise on call center operations, financial and budget management, organization, change management, leadership development and strategic planning required. Excellent verbal and written communication skills. Client Management and Relations Leadership and People skills Project Management skills Excellent planning, organizing and coordination skills Detail-oriented, Decision- Making, and Analytical skills. Competent in Strategic Influencing and Team Leadership. Has Passion for Excellence/Growth, and Innovation/Breakthrough Thinking. TELUS Values: TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values: We passionately put our customers and communities first. We embrace change and innovate courageously. We grow together through spirited teamwork. At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

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