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Operations Sr Manager - Ride Sharing App - Ref Number: Req_00191298_ZA at TELUS
TELUS
September 20, 2026
Full-time
On-site
Description
Minimum Requirements:
5+ years of experience in BPO / contact center operations
2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role
Proven experience managing large-scale operations, ideally 300+ FTE
Experience managing multiple LOBs, queues, or client programs
Experience managing Team Leaders / Operations Managers and indirect reports
Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity
Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency
Experience with client-facing operations and senior stakeholder management
Proven experience creating and executing recovery plans for underperforming KPIs
Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions
Experience leading change management, process improvements, and operational transformation
Strong written and verbal communication skills
Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required
Strong knowledge of contact-center KPIs, including:
CSAT / Customer Satisfaction
Quality
AHT
Service Level
Attendance / Absenteeism
Attrition
Productivity
SLA performance
Minimum Requirements:
5+ years of experience in BPO / contact center operations
2+ years in a Senior Operations Manager, Operations Manager, or equivalent leadership role
Proven experience managing large-scale operations, ideally 300+ FTE
Experience managing multiple LOBs, queues, or client programs
Experience managing Team Leaders / Operations Managers and indirect reports
Strong understanding of WFM, staffing, capacity planning, forecasting, shrinkage, and productivity
Demonstrated experience managing financial performance, including cost, revenue, margin, overtime, and staffing efficiency
Experience with client-facing operations and senior stakeholder management
Proven experience creating and executing recovery plans for underperforming KPIs
Strong analytical skills with the ability to interpret operational and financial data and translate insights into actions
Experience leading change management, process improvements, and operational transformation
Strong written and verbal communication skills
Ability to work in a 24/7 contact-center environment, including flexible shifts when operationally required
Strong knowledge of contact-center KPIs, including:
CSAT / Customer Satisfaction
Quality
AHT
Service Level
Attendance / Absenteeism
Attrition
Productivity
SLA performance