Telus International

We are looking for an experienced Senior Operations Manager to lead our Essen organization, serving as the primary point of contact for client collaboration, driving project success, and ensuring operational and financial targets are met while fostering a culture of continuous improvement and employee development.

Overview of tasks:

• Collaboration enhancement with the client as the main POC in representation of the Essen organization.
• Ensuring achievement of the project and company goals in close cooperation with the TELUS partner management
• Full accountability over reaching set operational and financial targets.
• Responsibility over Training, Quality and Operations deliveries
• Establishing and leading Competence Development Framework ensuring continuous development of Operations and their subordinates
• Proactively identifying and developing concepts to ensure client oriented solutions
• Building aligned and collaborative environment within internal units
• Implementation of the internal procedures ensuring synergies between client expectations and employee satisfaction
• Disciplinary responsibility for and guidance of the operational managers in the project
• Advice and support for the operational teams with the aim of increasing client satisfaction by achieving compliance of SLAs, productivity and employee performance (KPI management)
• Responsibility for reports within the project and implementation of corrective measures
• Building strong relationship with other department units ensuring clear understanding of the Operations priorities
• Ensuring process alignment and continuous improvement mentality across all Operations department

What we expect:

• Successfully completed studies in the field of business administration or comparable education
• At least 5 years of professional experience in the Operations area. Experience in the BPO industry can be considered as an advantage
• At least 5 years of experience in leading executives
• Decision making ability with an impact on financials
• Experience in development of teams and individuals
• High level of service orientation
• Analytical, conceptual and solution-oriented way of working
• Ability to work in fast paced changing environment
• Excellent English skills (spoken and written, min. C1)
• Excellent communication and presentation skills

What we offer:

• Working as part of a dynamic and multicultural team, with flat hierarchies and a first-name workplace culture
• Advanced job opportunities in our internationally growing company
• Great office at the city center of Essen
• Positive international working environment
• Fun Floor with PlayStation, table tennis, and much more
• Appealing benefits in the office, regular fruit deliveries for a healthy lifestyle, and free drinks
• Attractive employee referral bonus programs
• Intriguing and diverse responsibilities

Documents Required:

• A cover letter explaining your motivation and expectations for the role
• An extended Curriculum Vitae
• Proof of qualifications, such as certificates and references

Become part of our team and apply now!

Our recruiting team is always available to answer your questions and looks forward to receiving your application.

About us: Since founded in 1998, excellent customer service has been our passion - in 2020 we went one step further and are now part of TELUS Digital. Since then, over 70,000 team members are providing customer service at its best in more than 50 languages for international and well-known partners.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Applicants with special needs will be given preferential consideration if equally qualified.

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Additional Job Description

We are looking for an experienced Senior Operations Manager to lead our Essen Digital organization.

Language Reference

English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital 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 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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.