At TELUS, our purpose-driven team works together every day to innovate and do good. From providing technology solutions that make our lives safer and easier, to supporting those who need it most, our inclusive, spirited and giving people are passionate about empowering our customers, communities and each other to thrive in our digital world.
A company tha...
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Description
Roles and Responsibilities
- Overseeing win-loss interview scheduling and transcription processes
- Reviewing and editing win-loss interview transcripts Summarising interview themes and communicating them clearly to clients
- Helping to identify ways to improve technology and processes
- Doing whatever it takes to ensure our programs exceed client expectations
- Tackling ad hoc projects and assignments that help our startup scale faster
Qualifications
- Must have a minimum Matric English grade 5 Superb academic record Fast learner, comfortable with ambiguity, and a go-getter
- Strong interpersonal and analytical skills
- Excellent writing, proofreading, and communication skills
- Passionate about learning and using new software and technologies
Experience
- A minimum of 1 year experience in a chat or email environment
- Experience in writing and preparing reports (could be academic or professional)
- Experience in analysis of information (could be academic or professional)
- Given English written and comprehension skills required for this role are extremely high, you will need to pass a language assessment which will rate your grammar and vocabulary.
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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
go to method of application »
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Overview:
- Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.
- Ensures the profitability of the program/s by driving for the attainment of Client-specified KPIs and targets.
- Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
- Upholds company policies as it relates to the program/s and drives for adherence to such policies.
- Ensures that checks on attendance, schedule adherence, and decorum in the workplace are executed for uninterrupted operations and to uphold the Company’s standards of professionalism.
- Maintains company-set ratios on staffing to ensure smooth operations of the program/s.
- Complements the forecasted call volume of the program/s with the adequate manpower on the floor by periodically checking forecasts versus actual call volumes.
- Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.
- Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.
- Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development.
- Dutifully conducts performance planning / appraisals / feedback meetings and accomplishes the necessary performance appraisal forms in order to assess high potential team members.
- Ensures that proper action is taken for non-performing associates/CIAs as well as those with documented infractions against company policies.
- Provides coaching and mentoring to associates and team Captains who do not meet their metrics, and carries-out the appropriate disciplinary actions.
- Spearheads the design and implementation of daily, weekly, and monthly incentive schemes in order to drive performance on the floor.
- Ensures the objective stack ranking of team members in terms of metrics / performance to provide a solid basis for performance assessments.
- Provides opportunities for immediate coaching for associates and Team Captains who fall below the program/s’ standards and drives for improved performance.
- Ensures that all Company and / or Client updates are cascaded to all individuals in the program/s by conducting regular meetings with TCs.
- Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.
Required skills + qualities (technical):
- Bachelor’s Degree in any course, preferably Business or Business Management.
- Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
- Proficient in call center operations and organization required.
- Prior knowledge of client-specifics preferred.
- Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).
Required skills + qualities (technical):
- Client relations. Leadership and people-management skills.
- Project management skills.
- Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills
- Adaptive to changing work schedules and working hours.
- Active listening skills.
- Operates with minimal supervision.
- Customer orientation.
- Time Management and Multitasking skills.
- Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
- Presentation Skills.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R9,000.00 - R13,500.00
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.
go to method of application »
Salary range: R8,000.00 - R12,000.00
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.
go to method of application »
Description
Roles and Responsibilities
- Overseeing win-loss interview scheduling and transcription processes
- Reviewing and editing win-loss interview transcripts
- Summarising interview themes and communicating them clearly to clients
- Helping to identify ways to improve technology and processes
- Doing whatever it takes to ensure our programs exceed client expectations
- Tackling ad hoc projects and assignments that help our startup scale faster
Qualifications
- Must have a minimum Matric English grade 5 Superb academic record
- Fast learner, comfortable with ambiguity, and a go-getter
- Strong interpersonal and analytical skills
- Excellent writing, proofreading, and communication skills
- Passionate about learning and using new software and technologies
Experience
- A minimum of 1 year experience in a chat or email environment
- Experience in writing and preparing reports (could be academic or professional)
- Experience in analysis of information (could be academic or professional)
- Given English written and comprehension skills required for this role are extremely high, you will need to pass a language assessment which will rate your grammar and vocabulary.
Method of Application
Use the link(s) below to apply on company website.
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