LS & CE Manager (Training and Quality)

You will be responsible for overseeing LS & CE Team Leads to ensure tasks and responsibilities are carried out effectively and efficiently. You will design and implement career development plans for each role to maximize client, operational, and personal effectiveness. Additionally, onboarding new hire team members through new hire classes, conducting quality analysis, reviewing and approving recommendations for improving the quality of service of operations, and maintaining high customer experience standards will be part of your responsibilities. You will support a ratio of more than 500 frontline FTEs. Your key functional responsibilities will include: Coaching and Development: - Supporting CE & LS Team Leads with regular and consistent coaching. - Reinforcing team strengths and creating customized action plans to address areas for improvement. - Properly documenting development and progress. Collaboration: - Encouraging collaboration with other departments to align with company and business strategies. - Designing and implementing action plans, policies, and procedures to ensure high CSAT performance, as directed by Management. Operational Review: - Actively participating in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths. - Providing recommendations for solutions and driving process innovation. Verint/Training LMS: - Ensuring proper usage of the tool, self-training on all available versions, and maintaining communication with IT and TI POC to report any outages. - Keeping data updated to meet recording percentage requirements according to the client SOW. - Ensuring team members are trained and utilizing the tool effectively. Client Relations: - Managing client communication and acting as the point of contact for aligning Quality Assurance and business strategies. - Contributing as a partner in developing process improvements between TELUS International and the client. HC Forecasting and Right-sizing: - Collaborating with Operations and Workforce to determine FTE forecasts and maintain support-to-agent ratios as per agreements or SOW. - Handling headcount requisition and ensuring promotions and movements are processed. Team Management: - Designing improvements in departmental structures to provide career opportunities and growth for CE staff. - Monitoring departmental morale through discussions with CE staff. - Maintaining open communication by scheduling regular group discussions to address needs, requests, and issues. - Coordinating and assisting in resolving concerns faced by CE team members. Skills required: - Excellent communication and interpersonal skills. - Strong leadership and team management abilities. - Excellent problem-solving and conflict resolution skills. - Ability to analyze data and make strategic decisions. - Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides.,