Sales Operations Manager - Telco B2B Sales [Bilingual-French & English]

Manager, Sales Operations

We're looking for a hands-on people leader ready to own both the customer experience and the sales outcome, coaching a team of Inbound Sales Specialists to turn every customer call into the right solution.

Who We Are

TELUS is one of Canada's largest and most respected digital technology and telecommunications companies - with over $20 billion in annual revenue and a reputation for innovation, inclusion, and putting customers first. From connectivity and mobility to cybersecurity and AI, TELUS is shaping the future of how Canadians live and work.

At the heart of that growth is TELUS Small Medium Business (SMB), one of the fastest-growing segments in the company. Our Inbound Sales team is often the very first voice a customer hears, and as Manager, Sales Operations, you'll lead the team that makes that first impression count.

Your Role

You will lead a team of Inbound Sales Specialists, owning the full performance equation - service, sales, and coaching. This role is accountable for driving inbound sales performance and queue health across an integrated portfolio of TELUS Business products, while ensuring every customer interaction reflects TELUS values. You'll be hands-on: on the floor, in the data, and in the huddle - driving both the customer experience and the sales result.

Here's how

• Performance Ownership: Own your team's sales and service targets, balancing conversion performance with customer experience standards, leading your team to success.
• Queue & Staffing Management: Manage day-to-day queue health, partnering with Workforce Operations to align coverage to forecasted call volume, vacation, and attrition.
• Coaching-First Leadership: Run regular 1:1s, live call monitoring, and real-time feedback to help reps develop their capabilities, not just hit numbers.
• Data-Driven Action: Read performance data (call volume, talk-time, conversion, adherence) and translate it into targeted coaching, recognition, and performance development plans.
• Talent Development: Identify and develop top talent, including development, career pathing into other TELUS SMB sales motions.
• Clear Communication: Cascade TELUS/product updates and campaign direction clearly and consistently to your team.
• Cross-Functional Partnership: Partner with cross-functional teams to fully support the needs of your team and TELUS customers.

What's In It For You

• Career Growth & Development: Access leadership development and hands-on coaching experience, with clear pathways to advanced roles within TELUS SMB, TELUS Digital, or across TELUS.
• Coaching & Mentorship: Learn directly from experienced sales and operations leaders across TELUS SMB.
• Competitive Compensation Package: A strong base salary plus incentive opportunities tied to team performance.
• A Team Worth Joining: Join a high-performance team that genuinely invests in each other - collaborative, competitive, and motivated by shared wins.

What do you bring?

• Leadership Mindset: A coaching-first approach to leadership, with accountability for both team results and individual development.
• Operational Fluency: Comfort managing queue health, staffing, and performance data in a fast-paced, high-volume environment.
• Strong Communication Skills: Verbal and written proficiency in English & French, with the ability to clearly articulate vision, goals, and feedback.
• Adaptability & Resilience: A positive, flexible attitude amid evolving technology, tools, and changing business needs.
• Genuine Growth Mindset: Eagerness for continuous learning and building a long-term career within a global, high-performance organization.
• Availability: Ability to work flexible hours from 2:00 PM - 11:00 PM or 3:00 PM - 12:00 AM Morocco local time, Monday - Friday, with weekends as required, for a total of 44 hours per week.

Preferred, but not required, the right attitude goes a long way here!

• Previous sales leadership, contact centre operations, or workforce management experience
• Familiarity with CRM and contact centre tools (Salesforce, Genesys Cloud, or similar)
• Background in technology, telecommunications, or SaaS sales is an asset

Minimum requirements for internal applicants:

• Must be a regular and active team member of TELUS Digital Morocco.
• Must have no active disciplinary sanctions at the time of application.

For Lateral Movement

• Must have a minimum of six (6) months of continuous tenure in the current role.

Scorecard Rating Criteria:

• Application for the same role: Must have achieved an “Developing” rating or higher, with a six (6)-month average on the performance scorecard.
• Application for a different role, same job level: Must have achieved an “Achieving” rating or higher, with a six (6)-month average on the performance scorecard.

For Promotion Movement

For Associate to Support applications:

• Must have a minimum of one (1) year of tenure in the current role.
• Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.
• Certificate of Completion in Leadership 101 & Explore course in MyGrowth.

Managers and above applications:

• Must have a minimum of two (2) years of tenure in the current role.
• Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

Important reminders:

• All applicants are required to attach their resume before submitting the application in Internal Careers Jobvite
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at tisa_morocco_corporaterecruitment@telusinternational.com

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.