Customer Experience Manager - Contact Center

Specific Responsibilities

• Encourage cross-departmental collaboration to support business strategy
• Ensure timely updates and execution of training and customer experience activities
• Audit and drive global standards for training and customer experience
• Participate in internal and external meetings (WBR, MBR, QBR, YBR, etc.)
• Manage client relations to align training and customer experience standards
• Support development of effective analytics for operations team
• Plan development and engagement activities for LS and CE Teams
• Coordinate with Workforce for scheduling new hire classes and cross-training
• Optimize resource allocation CE to support operations
• Cookordination with recruitment to update profiles
• Own Training Attrition through action plan creation and execution
• Drive new hire and recurrent training effectiveness results

Required Experience, Skills & Competencies

• Demonstrable experience in staff leadership position or manager role
• Availability to work on-site with schedule flexibility
• Strong leadership & management skills
• Creativity and innovation
• Presentation skills
• Analytical and organizational skills
• Effective decision-making & problem-solving abilities
• Results-oriented with ability to report outcomes
• English proficiency with strong verbal and written communication
• Intermediate to advanced MS Office skills
• Experience leading small to medium groups of team members
• Experience with external and internal client relationships
• Familiarity with AISix Sigma
• Training Certification

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.