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Telus

Manager - Business Analysis (Workforce Management IVR Routing)

Location
Montreal, QC
Details
Full Time
5 days ago

Lead and elevate a high performing team to even greater heights

Join our team

Peace of mind matters to our customers, so it matters to us. By using our premier networks, technology and services, we are making homes and businesses safer and more convenient for our customers. TELUS' newly formed Smart Security and Automation team brings the power of smart technology to life for our residential and business customers. As we grow, we will continually strive to improve - and we are seeking an inspiring Manager Business Analysis to successfully transform and execute TELUS security solutions.

We are a high-performing team dedicated to helping TELUS become the largest and best security and automation company by driving exceptional growth of our security and automation business while offering the best customer and team member experience in Canada.

We are a team of dedicated professionals with the common goal of transforming the security and automation business within a supportive and goal oriented environment.

This is a career-shaping opportunity that will truly develop you into a business athlete by working in and across our end-to-end Smart Security and Automation business. We operate in an ambitious start-up environment and collaborate with teams across multiple functions. Together with members of these teams you will work on projects and support operations across multiple customer segments including Residential, Small Business, Commercial and Health to deliver extraordinary customer experiences. The experience in this dynamic industry and with this wide range of teams, functions, and customer segments will provide you an opportunity to accelerate your professional development as we successfully deliver against our top priorities.

Here's the impact you'll make and what we'll accomplish together

Supported by the Director of Monitoring and Custom Experience Enablement the Manager Business Analysis (Workforce Management IVR Routing) leads a team focused on connecting our high valued custom residential and commercial security customers to our amazing frontline team members quickly.

We care about each other and prioritize our own well being. We recognize each other and our stakeholders, celebrating both success and learning. We have personal and career growth opportunities within and outside of our team. We constantly seek ways to improve how we do our work through innovation and taking risks.

This role will include workforce planning functions of forecasting, scheduling and real time management, along with technology operations functions of IVR and Call Routing. The person will also play a leadership role driving overall process efficiencies for the team.

Here's how

Leadership
    •Foster a collaborative environment, focusing on team member engagement, coaching/mentoring, diversity/inclusiveness, and innovation
    •Design and build the workforce management, IVR and Routing team
    •Build strong relationships with Monitoring and Custom frontline operations teams

Business Analysis
    •Optimize our forecasting and scheduling process
    •Build in rigor around our budgeting practices aligning the financial budget, forecast, and operational activities
    •Leverage technology to improve access for our high value security customers and improve efficiency for operations


Qualifications:


You're the missing piece of the puzzle
    •Experience leading teams or mentoring and coaching experience
    •In-depth knowledge of workforce management scheduling, forecasting and real time management
    •Expert in technology including IVR and Call Routing
    •Strong call centre operations knowledge
    •Excellent track record in a fast paced environment

Great-to-haves
    •Post-secondary degree or equivalent combination of experience and education
    •CPA, MPA or MSc would be considered an asset
    •Bilingual would be considered an asset

Who is TELUS?

We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

Everyone belongs at TELUS. It doesn't matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

Do you share our passion?

At TELUS, you create future friendly® possibilities.

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.
Category
Management and Executive