Sales Operations Manager

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• 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.

Requirements

Description and Requirements

Required skills + qualities (technical) :

Required skills + qualities (technical) :

TELUS Values :

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values :

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Additional Job Description

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.

Language Reference

English

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Sales and Business Development

Industries

IT Services and IT Consulting

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