Operations Manager

About TELUS Digital

TELUS Digital (NYSE:TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions.

With almost 75,000 team members and delivery centers across 32 countries in the Americas, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.

Find out more at https://www.telusdigital.com/

Role overview:

Are you looking to develop your career and take on larger responsibilities in an exciting and growing business environment? You have significant experience in coaching, are able to motivate and encourage the team to achieve the objectives and standards set? You also have training experience and quality is something you excel at? We have the perfect job for you!

Join us as Operations Manager (m/f/d) with English

At our location in Leipzig

Overview of tasks:

• Providing exceptional people management, mentorship and professional development to members of the team, achieving low attrition levels and high employee engagement
• Mentor team manager regarding efficiency and quality – good client service, prompt problem solving, effective time management and others
• Driving Operations teams to deliver continuous improvement and productivity/quality gain
• Flagging and escalating business risks to partner in a timely manner
• Monitor team’s KPIs and daily results to timely spot issues, understand reasons and find effective solutions
• Managing the day-to-day operations in accordance with contractual requirements and SLAs
• Prompt identification and resolution of Service delivery issues including implementation of preventative measures
• Manage the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human and other resources
• Manage Service delivery processes and Service Level reporting mechanisms
• Work on necessary reporting and data analysis for Company and Client needs

Main requirements for the position:

• Bachelor’s degree or equivalent
• Fluency in English - both written & verbal
• German Language proficiency preferred if not essential
• Business process understanding (including financial impacts, seeing financial/client/project consequences due to certain issues)
• Team management and development experience
• Ability to manage several processes / tasks / functions at the same time
• Customer care / service delivery experience / quality control / client service
• General budgetary understanding
• People management & stakeholder management skills are essential
• Experience with data analysis and reporting
• Ability to find efficient solutions for a wide variety of issues
• Quick reaction time and ability to see correlation in different processes
• Ability to understand what kind of factors have an impact on KPIs

We will offer:

• Fixed remuneration
• Freedom to implement your own ideas in a highly motivated team
• Close cooperation with other departments
• Internal training and learning opportunities
• Career opportunities in our international company

Apply now and join our team!