Vice President Operations

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Responsible for managing call center operations activities including day-to-day operations, training, and quality for multiple accounts / programs / LOB's or particular practice areas / verticals (i.e. Customer Service, Consumer Electronics, Financial Services, Telecommunications) that contribute to the acquisition, satisfaction and retention of client contracts / agreements. Acts as the primary escalation point of contact of clients and maintains cordial working relations with them by ensuring resolution of issues, concerns and escalations. Ensures achievement of all contractual obligations including metrics, service levels, key performance indicators and business objectives as well as all internal TELUS metrics including financial, engagement, attrition, collection, quality, efficiency and compliance targets through active coordination with various internal and external teams (i.e Clients, Operations, Quality, Training, Work Force, Human Resources, Facilities, I.T., Finance, BTTO, etc.). Personally responsible for and ensures P&L performance and expense / cost utilization for all areas within his / her practice / vertical. Ensures that all program /