Operations Sr Manager - Ride Sharing App - Ref Number: Req_00191298_ZA at TELUS

Description

Minimum Requirements:

• 5+ years of experience in BPO / contact center operations
• 2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role
• Proven experience managing large-scale operations, ideally 300+ FTE
• Experience managing multiple LOBs, queues, or client programs
• Experience managing Team Leaders / Operations Managers and indirect reports
• Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity
• Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency
• Experience with client-facing operations and senior stakeholder management
• Proven experience creating and executing recovery plans for underperforming KPIs
• Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions
• Experience leading change management, process improvements, and operational transformation
• Strong written and verbal communication skills
• Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required

Strong knowledge of contact-center KPIs, including:

• CSAT / Customer Satisfaction
• Quality
• AHT
• Service Level
• Attendance / Absenteeism
• Attrition
• Productivity
• SLA performance