Position Summary
Responsible for the profitability and management of call center operations activities of a very large,
multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition,
satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the
managed account/s. Acts as the primary interface of clients and maintains cordial and effective working
relationships with them. Ensures the achievement of KPI's and metrics through proactive management of
the operations teams and active coordination with various support teams. Ensures that all client/s /
account/s / program/s processes and procedures are adhered to and that individual/team/program metrics
are consistently improving.
Functional Responsibilities
1. Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not
limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s
by ensuring the attainment of client-specified KPI's and targets; Maintains, company-set ratios on




staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to
the program/s and drives for adherance to such policies; Ensures recognition and reward for top
performing team members through incentive pay-outs nad non-monetary rewards; Conducts
performance planning / appraisal / feedback activities as well as proper documentation of such;
Coordinates with internal support functions as needed.
2. May assume an AGM role in the absence of a Director of Operations, in which there is full P&L;
responsibility for all LOB's / client/s / program/s managed and supported.
3. May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and
supported, in terms of growth, process improvements and efficiencies, enhanced profitability or
possible current business opportunities, ensuring alignment to the overall business strategy of the
organization.

📌 AGM Operations (Noida)
🏢 TELUS Digital
📍 Noida