TELUS International · 18 hours ago

TELUS Operations, Manager Performance Enablement - TELUS Digital

United States

Full-time

Remote

Mid, Senior Level

7+ years exp

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Responsibilities

Establish strategic goals for performance enhancement and manage priorities for the Repeats team

Monitor “repeats” KPI and drive the analysis of data to identify trends, issues and opportunities for improvement

Ensure the definition and execution of action plans and resources required to support the reduction of repeat calls

Drive the continuous review and improvement of processes, resources and tools to ensure optimal performance

Lead cross-departmental initiatives that impact operational performance, actively collaborating with senior leaders across functions such as product development, marketing, and customer experience to support repeat call reduction

Prepare and present regular reports on repeats KPI and action plan execution/ results

Lead and develop a high-performing, highly engaged team, providing guidance, support, and mentorship

Qualification

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Call Center ManagementBPO Industry KnowledgeData Driven Decision-MakingAdvanced AnalyticsAI-Driven InsightsSix Sigma CertificationLean MethodologyStakeholder ManagementEnglish Proficiency