TELUS
Website:
telus.com
Job details:
Description
***Applicants should be available and willing to work from the office ***
Operations Manager
Uber
Noida
Last date to apply: 19th August 2026
Position Summary
The Operations Manager is responsible for leading day-to-day business operations, ensuring achievement of client KPIs, operational excellence, employee engagement, financial performance, and continuous improvement. The role manages Team Leaders and support functions while serving as the primary point of contact for internal stakeholders and clients.
Key Responsibilities
Operations Management
- Lead multiple Lines of Business (LOBs) to achieve contractual KPIs.
- Drive operational excellence through effective planning and execution.
- Monitor daily, weekly, and monthly performance.
- Ensure service levels, productivity, quality, CSAT, and compliance targets are achieved.
- Conduct regular business reviews and performance governance.
People Leadership
- Lead, coach, and develop Team Leaders.
- Build succession plans for leadership roles.
- Drive employee engagement and retention initiatives.
- Conduct performance reviews and talent discussions.
- Manage disciplinary actions and performance improvement plans.
Client Management
- Build strong relationships with client stakeholders.
- Participate in Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
- Present operational performance, risks, and improvement plans.
- Ensure timely resolution of client escalations.
Performance Management
- Analyze KPI trends and identify improvement opportunities.
- Develop action plans for CSAT, Quality, Productivity, AHT, Shrinkage, and SLA.
- Drive continuous improvement initiatives.
Financial Management
- Manage revenue, profitability, and budget adherence.
- Optimize staffing and resource utilization.
- Monitor overtime and operational expenses.
- Support forecasting and capacity planning.
Cross-functional Collaboration
- Partner with WFM, Quality, Training, HR, IT, and Recruitment.
- Support new process transitions and business expansion.
- Lead implementation of new initiatives.
Risk & Compliance
- Ensure adherence to company policies and client requirements.
- Maintain audit readiness.
- Drive information security and compliance awareness.
Key Performance Indicators (KPIs)
- SLA Achievement
- CSAT
- Quality
- Productivity
- AHT
- Shrinkage
- Attrition
- Attendance
- Revenue & Margin
- Employee Engagement
- Compliance Score
Preferred Qualifications
- Bachelor's degree.
- 5–8+ years of BPO experience.
- 2–4 years in Operations Management.
- Experience managing multiple LOBs.
- Strong analytical and stakeholder management skills.
- Advanced Excel and PowerPoint.
Eligibility Criteria:
- Completed 1 year as a Sr TL within Telus
- No active hints
- Open to work in shift
- Have an experience in the customer service
If you have questions or comments about this open position, write to:
[email protected]
Equal Opportunity Employer:
At TELUS International, 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.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
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.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
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.
Back to previous page
Click on Apply to know more.
