Operations Support Manager (Gaming Team)

Angajator: TELUS International Europe
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 0 - 1 an experienta
  • Actualizat la: 17.03.2018
    Scurta descriere a companiei

    TELUS International Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

    TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections. For more information, please visit:




    Our Team:

    Our team members include people like YOU: enthusiastic, innovative, passionate and energetic.
    Our values drive how we work at TELUS International and help explain why we achieve so much in the marketplace. Together WE:

    Embrace change and initiate opportunity
    Believe in spirited teamwork
    Have a passion for growth
    Have the courage to innovate

    Our expectations:

    ■ Excellent command of both spoken and written English
    ■ Minimum of 2+ years working experience relevant to the position
    ■ BPO and/or CRM working experience
    ■ Proven leadership and team work skills
    ■ Strong customer focus and result orientation
    ■ Excellent communication, problem solving and organizational skills;
    ■ Demonstrate a high level of flexibility
    ■ Gaming experience will be considered as an advantage
    ■ Data savvy: competent using Excel, reading data dumps, doing advanced searches and be able to interpret reports;
    ■ Good with decks: experience training others and presenting to customers or employees
    ■ Experience with Live services (chat and/or phone support) - ideally managing live service teams;


    Your daily challenges:

    ■ Act as a middle-point between the Account Manager and Team Leaders
    ■ Organize and supervise several teams for a Gaming project
    ■ Lead and develop the team leaders, providing coaching, guidance and assistance
    ■ Be involved in recruitment process, initial and ongoing trainings of the team
    ■ Lead and develop team members, providing coaching, guidance and assistance
    ■ Involved in communication with the client
    ■ Manage work schedules, plans and reports
    ■ Proactively propose improvements, optimizations and provide feedback in processes and ways of working

    Alte informatii

    What we offer:

    Stable job - we offer permanent labor contracts
    International career - we offer regular training and international career opportunities
    Multilingual exposure - we serve international clients daily: join us and improve your spoken and written language skills with native speakers
    Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
    Community projects: we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!
    Private medical insurance coverage: we work with one of the best suppliers, Regina Maria Medical Center where you will benefit from a Professional package
    Meal tickets shall be granted monthly
    Special discounts provided by our partners in different industries (Banking, Telecom, Gym & Fitness)