Description
Ensure a consistently positive customer experience through leadership of projects and through ownership of metrics across multiple teams within the business unit that will result in short- and long-term improvements to customer experience, efficiency or winning culture. Identifies trends, outliers, best ROI and implements improved and innovative processes by utilizing internal and industry best practices to ensure that the program meets and exceeds service level metrics and communicates with clients for performance and process updates. Leverages a network of agents, front-line leaders, resolutions specialists and senior leaders to ensure best practice processes are communicated, shared, and implemented consistently within and across all business units.
- Implements improved and innovative processes by utilizing internal and external best practices across functional resources, regardless of location, in order to achieve and exceed the business unit goals and service level metrics.
- Identifies specific requirements and specifications for new systems that improve business processes and ensure consistency of quality customer service.
- Monitors and evaluates customer, financial, process, quality, and team member metrics across assigned teams.
- Solicits, analyzes, synthesizes and identifies root causes, trends, outliers as well as ROI within and across assigned teams to ensure best practice policies and procedures are being utilized.
- Maintains relationships at management and departmental levels to lead new business opportunities and to provide performance and process updates.
- Constantly communicates the account’s goals to all teams and team members and ensures that they are all informed and committed to these goals.
- Plans and monitors project activities to ensure effective and efficient use of resources in order to make the greatest impact on the business unit’s goals and business objectives.
- Effectively balances short-term and long-term priorities and organizes internal/external resources and dedicates these to appropriate priorities.
- Acts as a catalyst at all levels to address needed process improvements and works as a “local leader” for the assigned metric/es and provides direction, processes, data, and encouragement to ensure the measurable improvement necessary to drive floor performance.
- Ensures that all team members have the most efficient and customer-focused processes, equipment, resources, data and tools necessary to achieve service levels.
- Builds the capacity of agents, frontline managers, resolution specialists, and support teams across the business unit through education, coaching, and training on new and improved processes that will ensure consistency and quality.
- Ensures that the established processes for team members’ growth and development are adhered to consistently.
- Initiates projects that will ensure a creation and maintenance of a “winning culture” across the business unit, as exemplified in a diverse yet non-discriminatory environment, high employee morale and decreasing attrition, highly engaged team members, and inter-coordinated units and groups within the department.
- Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the account’s service level agreements
- Provide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadence
- Proactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actions
- Support communication with team leaders and frontline team members
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
About Company:
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.
Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.
Equal Opportunity Employer Statement
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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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