Operations Manager [French & English Speaker] - Casablanca

Company :

TELUS International is a leader in digital customer experience innovation, designing, building, and delivering cutting-edge digital solutions for global and innovative brands.

At TELUS International, we foster customer experience innovation through dynamic teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of Canada's largest telecommunications providers. We offer contact center and business process outsourcing (BPO) solutions to some of the world's largest companies in the consumer electronics, finance, telecommunications, and utilities sectors. With global call center delivery capabilities, our multi-territory, multilingual programs provide secure and safe infrastructure, value-based pricing, skill-based resources, and exceptional customer service – all backed by TELUS, our multi-billion dollar parent telecommunications company.

We are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive work environment. All aspects of employment, including the decision to hire and promote, are based on qualifications, merit, skills, and performance of applicants, without regard to any diversity-related characteristic.

Company culture :

TELUS Digital stands out for its innovation-driven culture, where creativity, agility, and the continuous search for new solutions play a central role. This innovative mindset is reinforced by a strong spirit of collaboration, fostering teamwork, active listening, and talent development. The company also values performance, encouraging employees to achieve ambitious goals and continuously improve, while relying on structured processes that ensure efficiency and quality. This balance between innovation, collaboration, and operational excellence creates a dynamic, people-centered, and future-focused work environment.

Job :

Position Summary:

Ensures the profitability of the account/s / program/s by making certain that client KPIs, goals, and targets are met. Ensures that company-set ratios for staffing are maintained for smooth operations of the program/s, and that the manpower complement is sufficient for the forecasted call volume. Ensures that everyone within the program strictly abides by Company and Client policies and procedures. Recognizes and rewards top performers while carrying out disciplinary action / consequence management for non-performers.

Qualifications:

• Proficient in French and English
• At least 2 years of Operations Manager in a call center/BPO
• Can work 100% onsite in Casablanca

Required profile :

Required skills + qualities (technical):

• Bachelor’s Degree in any course, preferably Business or Business Management.
• Two (2) to three (3) years Call Center Operations, Customer Service, Business Process Outsourcing, or Telecommunications experience in an Asst. Managerial or Managerial capacity.
• Proficient in call center operations and organization required.
• Prior knowledge of client-specifics preferred.
• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Required skills + qualities (technical):

• Client relations. Leadership and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills
• Adaptive to changing work schedules and working hours.
• Active listening skills.
• Operates with minimal supervision.
• Customer orientation.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
• Presentation Skills.

Head office address :

Desired personality traits :

Respect of the rules Will to persuade Emotional distance Tenacity Need for action Team work Involvement at work Organization