About TELUS Digital
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: telusdigital.com
About the Role
The perfect candidate for the job is an experienced communicator, organized problem solver, efficient decision maker, well versed in administrative Project Management tasks, a good team player, and an inspiring leader.
This role will involve managing or supporting the delivery of a project or suite of projects with groups of highly talented people. You should be business-minded, have a strong desire to deliver for customers with a passion for the web and online media.
Duties & Responsibilities:
* Manage and support activities on assigned projects including the delivery, productivity and quality of a global community of workers delivering services on these programs.
* Create and distribute weekly status reports including detailed analysis of customer generated reports or data.Ensure that tools, techniques and knowledge are leveraged and implemented across projects as appropriate
* Ensure that any issues are appropriately and promptly addressed by identifying the source and root cause of the issues, followed by a determination of improvements or corrective actions required to address such issues effectively.
* Provide feedback on schedules, scope or requirement changes, determining their impact on program tasks and proactively managing resolution.
* Ability to write detailed project documentation such as project plans, processes documents, schedules and reports in a clear and concise manner.
* Provide feedback to stakeholders on process improvement as applicable.
* Involvement in month end billing cycles and reviews.
* Liaise as necessary with internal functions (Sourcing, Community, Quality, Payments, Business Support, Compliance etc.) to ensure delivery for the project(s).
* Identify and pursue innovative techniques to improve quality, participation and productivity.
* Effectively communicate and integrate with customer teams; participate in regular program reviews including customer on-site quarterly business reviews as necessary.
* Manage communication channels relevant to the program tasks; provide internal and external stakeholders with timely and regular progress updates.
* Manage customer satisfaction, continuously building the relationship between yourself and the customer.
* Coordinate with your Global Program Manager on assigned project(s) to ensure customer deliverables are met.
Skills & Experience:
* 3 years plus project management experience in a multinational Tech company environment
* 3 years plus experience in a customer-facing management role.
* Currently working with or have deep Knowledge of AI concepts and tools
* Strong attention to detail, analytical skills and excellent communication are essential.
* Experienced internet user in the following areas:
* Web content awareness (e.g. portals, search engines, shopping).
* Ability to conduct in-depth research using online resources.
* Proficient with Microsoft Office Applications.
* Proficient in Google Workspace Applications.
* Experience in managing global programs is a distinct advantage.
* Experience in Search Relevance or related fields is a distinct advantage.
* Ability to maintain professionalism and confidentiality with proprietary information.
* Experience with MySQL / Databases is a distinct advantage.