Description
Team Management:
- Supervise, mentor, and provide leadership to Team Leaders / Senior Team Leads..
- Develop and implement training programs to enhance team skills and performance.
- Conduct regular performance reviews and provide feedback to team members.
Operational Oversight:
- Oversee daily operations, ensuring timely and effective resolution of customer issues.
- Develop and implement standard operating procedures to streamline processes and improve
efficiency.
- Monitor and analyze support metrics and KPIs to identify areas for improvement.
Customer Experience:
- Ensure high levels of customer satisfaction by maintaining service quality and addressing escalated
issues.
- Implement and maintain processes for capturing and acting on customer feedback.
Process Improvement:
- Identify opportunities for process enhancements and lead initiatives to optimize support workflows.
- Collaborate with other departments to integrate support processes with overall company operations.
Reporting and Analysis:
-
Prepare and present reports on support operations, including performance metrics, customer
feedback, and issue resolution trends. -
Use data analysis to drive decision-making and strategic planning.
Resource Management:
- Manage staffing levels to ensure adequate coverage and handle peak periods effectively.
- Oversee the allocation of resources and equipment necessary for the support team.
Compliance and Quality Assurance:
- Ensure adherence to company policies, industry regulations, and best practices.
- Conduct regular audits of support activities and quality assurance reviews to maintain high standards.
Qualifications:
- Bachelor’s degree in Business Administration, Information Technology, or a related field; or equivalent experience.
- Proven experience (1.5 years) in customer service management, with a focus on ISP as an Operations
Manager. {Mandatory}
- Strong leadership and team management skills, with experience in coaching and developing staff.
- Excellent problem-solving and analytical abilities.
- Proficiency in support management software and tools.
- Exceptional communication and interpersonal skills.
- Ability to work in a fast-paced environment and handle multiple priorities effectively.
- Knowledge of internet infrastructure, ISP Sales, FCR and Customer Satisfaction.
What We Offer:
- Competitive salary.
- Opportunities for professional growth and development.
- A dynamic and supportive work 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.
