Main Responsibilities:

Delivers on all goals and metrics as described in the clients SOW, ensuring the alignment of all team members through clear objectives and action plans

Develops and implements all necessary actions and remediation items aimed at improving all performance gaps, including the management of robust efficiency and staffing processes to ensure the programs financial governance and profitability

Establishes a clear development pipeline, leveraging all available resources to further drive program engagement and retention

Acts with a clear sense of urgency toward all client concerns and inquiries, including acting as the main POC for WBRs, MBRs and QBRs

Skills:

Leadership, team development and personnel management

Results oriented, adaptable,



and has strong analytic and decision making skills

Positive internal and external customer orientation and with robust negotiation skills

Knowledge:

Intermediate Excel skills required

Advance written and verbal English skills

Basic knowledge of operational procedures

Advanced customer service, performance evaluation, strategic planning, quality processes and motivation theory skills

Eligibility Criteria

Only Senior Team Leaders with a minimum of 12 months in their current role

2 Years Sales Experience in the leadership role is Mandatory

📌 Operations Manager (Noida)
🏢 Telus International
📍 Noida