Operations Manager
TELUS Digital (company site, opens in a new tab)3–7 yrsNoidaOn-siteDirect career pageEst. 6–12 LPA
Posted 18h ago
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Job description
Structured overview of role & requirements
About This Role
- Manage transitions, SLAs, processes, and a team to ensure client delivery and zero escalations/errors.
- Oversee Contact Centre setup, create SOPs, and monitor go-live progress with 100% task accuracy within agreed TAT.
- Drive process improvements, handle client communications and reviews, and generate key metric reports.
Minimum Requirements
- 3-7+ years of relevant work experience; includes at least 2 years customer service management in ISP domain as Operations Manager.
- Mandatory skills: MS Office (Excel, Word), SQL, basic knowledge of quality tools (Six Sigma, Kaizen, LEAN) preferred.
- Must be able to work from office supporting clients on 15x5 hours schedule.
- Strong communication, analytical, planning, and organizational skills required.
Ideal Candidate Profile
- Experience managing operations and teams within customer service for ISP clients, focused on operational excellence and SLA adherence.
- Data-driven and process-oriented with ability to lead strategic problem resolution and implement process improvements.
- Comfortable handling client escalations and executing timely client communications and reporting.