Global Operations Strategist

2 days ago


Old Toronto, Canada Insight Global Full time
Job Overview

The Insight Global team is seeking an experienced Global Operations Strategist to lead our customer service and performance excellence initiatives. This senior leadership role will be responsible for driving operational efficiency, customer satisfaction, and revenue growth across our global operations.

As a key member of our leadership team, you will have the opportunity to make a significant impact on our business strategy and drive meaningful change. You will work closely with our Vice President of Global Operations to develop and execute strategic plans that align with our organizational priorities.

Responsibilities
  1. Operational Excellence - Lead efforts to improve operational efficiency, reduce costs, and enhance customer satisfaction across our global contact centers.
  2. Performance Management - Develop and implement performance metrics and dashboards to measure and monitor key performance indicators (KPIs) related to customer service, sales, and operational efficiency.
  3. Leadership Development - Coach and develop our leadership team to ensure they have the skills and competencies necessary to drive success in their roles.
  4. Cross-Functional Collaboration - Foster strong relationships with internal stakeholders, including TELUS Digital, Global Operations, and Enablement teams, to ensure alignment and collaboration on key initiatives.
Requirements

To be successful in this role, you will need:

  • A minimum of 10 years of progressive experience in customer service, contact center operations, or a related field.
  • 5+ years of leadership experience, with a proven track record of successfully leading large teams and driving results-oriented change.
  • Deep knowledge of customer service, contact center operations, performance metrics, and best practices in scaling B2C.
  • Strong communications and interpersonal skills, with the ability to effectively listen, present, and collaborate with various stakeholders.
  • Inspirational leadership skills, with the ability to galvanize, coach, and develop team members from frontline to senior level.
Benefits

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.



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