Account General Manager

TELUS International

Our people are at the heart of our culture!

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills!

Career first, company second!

The majority of our directors and managers started their careers as agents or junior positions. And yes, we offer competitive salaries and benefits. But even better – it’s our caring culture that defines who we are and why you’ll want to become part of our family.

Be part of something great!

How would you like to take a long journey with us as Account Manager for TELUS International, a global Customer Service Management Company?

Now we are looking for a Account General Manager who has the following criteria and will add strength to our team.

Responsibilities:

• Define the parameters of the project in collaboration with partners and customers
• Permanently monitor the achievements of the project indicators and liaise with other departments to accomplish them
• Establish the recruitment needs for achieving the project performance indicators set
• Come into direct contact with representatives of the projects from the customer part and establish with them the ways of action to achieve performance indicators
• Control the work processes of the coordinated projects, establishing active measures to improve training and operational activities and proposing plans for improvement
• Propose changes in the operational projects and offer feedback to the clients based on the results after the test period
• Send regular reports to clients
• Follow the evolution of the supervisors and agents and take all necessary measures to improve it when necessary
• Allocate resources and responsibilities within team to deliver business results
• Be involved and responsible for the selection, training, professional development and assessment of the subordinates
• Monitor and achieve financial and operational targets set
• Reporting directly to the Operations Director

Requirements:

• Excellent verbal and written communication skills in English. Proficiency of a second language on a level C1 will be considered an advantage
• Background in Call Center Management Solutions
• At least 2 years proven experience in a Contact Center Area on a managerial position
• Experience in managing teams; oriented to results and customer satisfaction
• Ability to effectively manage multiple priorities
• Ability to work both independently and as a team member in an environment with frequent high volumes of work
• Positive, professional and customer-focused attitude
• Desire to perform in-depth research paying attention to detail
• Dynamic, flexible and proactive attitude
• Good negotiation skills and ability to work directly with international clients
• Good performance under pressure
• Proficient with Microsoft Office

We Offer:

• Career growing fast-paced recruitment process, which can help to sharpen your skills
• Working environment at international standards
• Working in a well-built and multicultural team, with flat hierarchies and a first-name workplace culture
• Stable job and career development opportunities
• Attractive salary and additional incentives such as Private Health Insurance
• Special benefits for our team members
• Continuous support and learning

About Us: TELUS International Turkey is a leading customer experience and digital solutions provider with over 2000 team members in Izmir and Istanbul. We design, build and deliver next-generation digital solutions to enhance the customer experience (CX) for global and disruptive brands. We have almost 62,000 team members across 25+ countries, providing customer service at its best in more than 50 languages for international and well-known partners. The company’s services support the full lifecycle of its clients’ digital transformation journeys, enabling them to more quickly embrace next-generation digital technologies to deliver better business outcomes. Fueling all stages of company growth, TELUS International partners with brands across high growth industry verticals, including tech and games, communications and media, eCommerce and fintech, healthcare, and travel and hospitality.