Accounts General Manager

Position Summary

Responsible for the profitability and management of call center operations activities of a very large,

multiple and/or complex LOB's / client/s / account/s / program/s that contribute to the acquisition,

satisfaction and retention of client contracts/agreements. Provides strategic direction and guidance to the

managed account/s. Acts as the primary interface of clients and maintains cordial and effective working

relationships with them. Ensures the achievement of KPI's and metrics through proactive management of

the operations teams and active coordination with various support teams. Ensures that all client/s /

account/s / program/s processes and procedures are adhered to and that individual/team/program metrics

are consistently improving.

Functional Responsibilities

1. Accomplishes all of the roles and responsibilities of an Operations Manager, such as but not

limited to: ensures profitability of a very large or multiple LOB's / Client/s / Program/s / Account/s

by ensuring the attainment of client-specified KPI's and targets; Maintains, company-set ratios on

staffing to ensure smooth operations of the program/s; Upholds company policies as it relates to

the program/s and drives for adherence to such policies; Ensures recognition and reward for top

performing team members through incentive pay-outs and non-monetary rewards; Conducts

performance planning / appraisal / feedback activities as well as proper documentation of such;

Coordinates with internal support functions as needed.

2. May assume an AGM role in the absence of a Director of Operations, in which there is full P&L

responsibility for all LOB's / client/s / program/s managed and supported.

3. May provide strategic direction and guidance to all Program/s / Account/s / Client/s managed and

supported, in terms of growth, process improvements and efficiencies, enhanced profitability or

possible new business opportunities, ensuring alignment to the overall business strategy of the

organization.

4. Maintains cordial and effective working relations with external clients and serves as the primary

interface of clients. Translates client requirements into action plans for the LOB's/account/s /

program/s. Establishes open and honest communication regarding all aspects of the

LOB's/account/s/program/s performance. Anticipates the needs of the clients proactively and

acts on such requirements before they arise.

5. Participates in the budgeting process and adheres to the established budget for the LOB's /

account/s / program/s. Manages costs and expenditures efficiently and wisely within budgeted

guidelines. Actively monitors expenses incurred.

6. Maintains a high level of morale and productivity within the LOB's/account/s / program/s. Ensures that each team member is leading by example in step with the company's vision, mission, values and competencies. Provides direction, mentoring, coaching, and counseling to direct reports and to the rest of the team as necessary and appropriate.

Internal Customers Operations, Customer Experience and Learning Services team members

External Customers Clients and their representatives

Education Bachelor's Degree in any course, preferably Business or Business

Management.

Work Experience At least 3 to 5 years (3-5) years Call Center Operations, Customer Service,

Business Process Outsourcing, or Telecommunications experience in a Managerial capacity.

Technical Skills Advanced knowledge in call center operations and organization required.

Prior knowledge of client-specifics preferred. Proficiency with MS Office

applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call

center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin,

etc...).

Other Skills Client relations. Leadership and people-management skills. Project

management skills. Excellent verbal and written English communication skills;

planning, organizing and coordination skills; Strategic thinking; Adaptive to

changing work schedules and working hours. Active listening skills. Operates

with minimal supervision. Customer orientation. Time Management and

Multi-tasking skills. Detail-oriented, Analytical, Problem-Solving and

Decision-Making skills. Presentation Skills.

Competencies

Value Attributes Attribute Definition Expected Performance Behaviors/s

Being Creative Challenging the status quo. Constantly

seeking to make our products, services

and customer experiences better in

support of our brand promise - the

future is friendly.

- Continuously expands knowledge around new

technologies

- Looks inside and outside business unit to

identify opportunities for improvement and

workable solutions

- Encourages others to consider alternate

approaches and solutions

- Challenges ideas when appropriate and

allows others to do the same

- Celebrates and encourages idea

generation/innovation

Risk Taking and

Implementing

Effectively planning, organizing and

prioritizing work. Taking considered

risks and driving progress to ensure

successful completion of objectives.

- Demonstrates flexibility while executing on

key tactics

- Analyzes and understands successes,

mistakes and failures and how to continuously

improve

- Ensures understanding around decisions

made and focuses on

positively moving things forward (self/others)

- Provides progress reports and updates

against goals (self/others)

- Purposefully breaks down complex tasks into

actionable steps for self/others

- Takes ownership around responsible risk

taking for self/others

Learning Seeking to develop, share, learn and

collaborate. Striving for continuous

improvement.

- Displays versatility and is a proactive self

-learner

- Utilizes and promotes formal, informal and/or

social opportunities for development, sharing

and collaboration

- Proactively provides and actions behaviorally

specific feedback

- Embraces the challenge of unfamiliar tasks

Driving Results Demonstrating a passion and ability to

help TELUS compete and win in the

marketplace. Delivering on our brand

promise - the future is friendly - for our

customers.

- Proactively takes action to get involved and

drive outcomes (self/others)

- Ensures clear expectations are set and

follow-up occurs (self/others)

- Celebrates and recognizes accomplishments

(self/others)

- Prioritizes competing demands for self/others

by focusing on priorities that will progress

business unit goals, meet timelines and targets

- Manages performance that is not delivering

on identified and agreed upon targets/goals

Developing Team

Members

Coaching, mentoring and supporting

fellow colleagues to help build their

skills and expertise.

- Takes accountability to action identified

development opportunities (self/others)

- Initiates dialogue around performance and

career development with team members and/or

supporting manager

- Recognizes and promotes self-awareness

and strengths in self /others

- Delegates, where possible, to ensure work is

accomplished and development occurs

- Leverages and promotes opportunities, such

as mentoring or Work Styles, to create suitable

life-work balance for self /others

Collaborating Sharing knowledge, creativity and

experiences to build strong working

relationships. Demonstrating shared

responsibility with your fellow

colleagues.

- Networks effectively cross functionally to

identify and enlist the support of the right

stakeholders to achieve goals

- Uses a variety of approaches to gain buy-in,

support or commitment while considering

others ideas and opinions

- Adopts collaboration tools and technologies to

enable knowledge sharing and promote team

building

- Leverages network to drive for solutions that

will benefit our business and customers

- Proactively addresses roadblocks and difficult

situations for self/others

Value Attributes Attribute Definition Expected Performance Behaviors/s

Demonstrating

Integrity

Working in an ethical manner and

supporting diversity. Doing the right

thing based on your conscience and

the faith your fellow colleagues place in

you.

- Demonstrates authenticity by taking

ownership and action around commitments

made

- Displays and encourages honesty and dignity

among team members

- Builds trust internally and externally

- Provides equitable opportunity to others on

career development and jobs

- Is accountable for self and others to adhere to

organizational codes of conduct and ethical

principles

Communicating Listening to, and appreciating, the

ideas of others. Engaging in open and

trustworthy conversations, regardless

of level.

- Considers others points of view by asking

questions, listening and ensuring

understanding

- Displays good judgment around what, when,

who and appropriate medium to use around

releasing information

- Actively and appropriately uses verbal, written

& social media methods to positively

adjust/customize message to different

audiences

- Conveys information and messages in a

timely, transparent and consistent manner up,

down and across team even when difficult

- Tries different approaches to make a

persuasive and influential argument

Deciding Making logical choices in a timely

manner to provide future friendly

experiences to our customers and to

move the business forward.

- Recognizes opportunities and confidently

makes choices when to act

- Considers related issues, problems, facts and

solutions prior to identifying a course of action

- Engages others impacted by decisions and

outcomes to consider input

- Employs a sense of urgency to reach a

solution

- Takes ownership to drive for resolution while

anticipating consequences and outcomes

- Escalates appropriately to ensure timelines

are met

Initiating Being a self-‐starter, proactively

progressing opportunities.

- Contributes to and encourages others to

reflect on and consider ways to do things better

- Takes ownership to identify ideas and

improvements that could benefit our business

and customers

- Proactively analyzes and proposes new

solutions to identified recurring

challenges/problems

- Demonstrates internal drive to excel and

assists others as required

Adapting Adjusting as our business evolves and

our customers expectations change.

Staying positive and helping fellow

colleagues through change and

ambiguity.

- Takes ownership and acts in a professional

manner during challenging or uncertain

circumstances

- Identifies impacts of change to ensure

continuous execution

of opportunities

- Anticipates barriers and assist others to

succeed in changing

business conditions

- Leverages understanding of new concepts,

methods, procedures and technology to help

the change management process

- Implements strategies to build resilience and

reduced stress in self /others.