BPO Project Management Officer

TELUS International (NYSE & TSX: TIXT) designs, builds and delivers next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. TELUS International’s integrated solutions span digital strategy, innovation, consulting and design, IT lifecycle including managed solutions, intelligent automation and end-to-end AI data solutions including computer vision capabilities, as well as omnichannel CX and trust and safety solutions including content moderation. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

We are looking for a new Global PMO to join our growing team!

The Project Manager is responsible for the end-to-end accountability and management of projects and/or programs for business initiatives either internal or external to TELUS International. This includes planning and successful delivery of client launches/transitions and acts as the primary point of contact for the client during all phases of the transition.

The Project Manager develops and implements the detailed project plan for the assigned projects to ensure client, both internal and external, commitments are achieved within the business objectives of the company and to ensure the quality of the project is completed on time, in scope and on budget. The Project Manager will manage 1 to 5 projects at time-varying in size and complexity.

Requirements and qualifications:

3-5 years of proven Project Management experience/ new Business Development experience
5 years of experience managing programs in the call center industry (. Operations Management, Training Management, etc.)
schedule flexibility
leadership and teamwork skills
analytical skills
proven ability to solve problems creatively
proven ability to complete projects according to outlined scope, budget, and timeline
strong interpersonal skills with ability to interact at all levels with clients, vendors & internal teams
excellent communication and presentation skills, as well as organizational and time management skills
demonstrated creative and innovative thinker
strong organizational, analytical and logical skills
must be flexible but at the same time, very focused and committed
ability to deal with conflict


Knowledge:

English - minimum B2 level required in oral and written
Microsoft Project - Basic - required
Google Suite, Microsoft Office, especially Word and PowerPoint - required
Advanced knowledge on project management methodologies, tools, principles and practices and in the coordination and creation of project teams - required
Strong business process knowledge - required


Studies & experience:

Bachelor’s Degree in Engineering / Statistics / Information Technology / Management or other relevant fields (or at least 3+ on these or related fields) - desirable
BBA or Engineering degree plus a MBA - desirable
Project Management Professional Certification - desirable
Green Belt Six Sigma Certification - desirable

Main responsibilities:

define project scope and deliverables, consistently adhering to predefined quality measurements to meet business needs and direction
apply strong project management techniques and skills to ensure a successful transition
apply strong leadership skills to remove obstacles and resolve conflicts
document project processes and progress before, during and after the project (pre-implementation, implementation and post-implementation)
create a Project Plan and High-Level Timeline that details the tasks, resources and time it will take to deliver a project based on the requirements gathered
build and lead a project team that will deliver the project on time, in scope and within budget
coordinate the actions of the TELUS International project team assembled (including the client project team), to achieve the goal at the least possible expense and within the time frame established including resources from (but not limited to) the following teams: IT, Operations, HR, WFM, Site Management and Finance
coordinate closely with the client for any ongoing issues/concerns on billing, training, operations, technical and quality and ensures these are taken into account or incorporated into any plan revisions
work closely with members of the project team or any other units involved to ensure timely implementation and execution of changes.


Key factors:

Med-complexity multi-site launches

Single-Site launches

Global structure alignment

Medium level change management

Existing LOB growth

New or existing technology

We offer:

Stable job - permanent labor contracts
Monthly meal tickets
Private medical insurance coverage
International career - paid training and international career opportunities
Multilingual exposure - improve your spoken and written language skills
Inspiring and fun environment - our offices have become known for their innovative, fun and pleasant design. Enjoy our relax and play areas!
Community projects – want to make the world a better place? We run CSR (Corporate Social Responsibility) events all year long
Special discounts across variety of Banks, Telecoms, Gym & Fitness centers and more

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