OPERATIONS SPECIALIST FOR CRAIOVA

Short company description

TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

Requirements

Profile:

* Advanced in English;
* At least 3 years experience in the customer interaction / BPO industries;
* Experience in Operations;
* Customer service experience;
* Previous experience with both inbound and outbound sales / customer service;
* Proven track record delivering consistently high standards of customer service in a complex operational environment;
* Strong MS Poffice skills with analytic thinkin
*Knowledge of the following systems: knowledge of WFM system, Bluepumkin, Verint, Hermes, AVAYA, CMS- will be a big plus
* Available for relocation in Craiova

Responsibilities

Position summary

* Will be responsible for managing specific operations and activities related to various practice areas (i.e. Customer Care practice, Technical Support or Sales/Marketing practice, Application Development and BPO Outsourcing);
* Will ensure that client requirements are translated into action plans for various verticals focusing on customer service, profitability, client relationship and efficiency.

Responsibilities

* Will maintain and improve the operations by monitoring system performance; identify problems and risk; prepare and complete action plans; complete system audits and analysis; manage system and process improvement;
* Will ensure the achievement of all KPI’s stipulated by clients through active coordination with various Operations and Support functions (i.e. Human Resources, Facilities, I.T., Finance and Training & QA); participate at the development of various procedures and regulations and respective follow up process;
* Will ensure all reports to clients are sent correctly;manage their programs successfully through the achievement of service levels and revenue targets through active coordination on staffing requirements, adjustment of staff schedules, usage of overtime or under time, systems, facilities, etc;
* Will provide significant contributions to activities related to customer acquisition, customer satisfaction, client relationship and program management. Will work closely with Sales and Marketing departments to grow and expand the business;
* Will be responsible for collaborating with the management in the development of key strategies, projects, functions and services;
* Will support business and financial reviews to ensure key metrics and service level agreements are met and implement action plans from these reviews;
*Will be responsible of the entire Operations in Craiova(200 seats)