Operations Support Manager (Gaming Team)
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TELUS International focuses on human connection and innovation to deliver exceptional customer service and next-gen IT consulting that wow clients and delight their customers. More than 30,000 employees around the world, from locations across North and Central America, Europe and Asia, enable over 200 million customer interactions annually via voice, email, chat and social media, across fast-growing tech, financial services and fintech, gaming, travel and hospitality, and healthcare industries.
TELUS International enables customer service delivery innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. The company serves clients in over 35 languages. TELUS holds a 65% interest in TELUS International with Baring Private Equity Asia holding the remaining 35%.
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
■ 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
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)