Join our team
Here's the impact that you'll make and what we'll accomplish together
Reporting to the Senior Manager, in this role you will be responsible for providing leadership and direction to call centre teams and ensure PPO targets and objectives are met and exceeded as well as drive the Fixed Service Desk operations. Your efforts will directly impact TELUS' number one corporate priority which is to deliver on TELUS' Customer's First brand promise by putting customers first and earning our way to industry leadership in "Likelihood-to-Recommend" from our clients.Here's how
•Daily Operations (Service Level, Trends, Escalations, etc.) for all products supported by the team (e.g. HSIA, Voice, CPS, BTV/Hospitality, etc.)
•Build key relationships with internal departments (e.g. sales, back office, NDB, BBN, vendors, etc.), including offshore partners
•Assist in the enablement and integration of newly introduced products and services
•Overall responsibility & accountability for Key Business Indicators for the TBS Fixed Service Desk including analysis and initiating action plans
•Foster a collaborative environment, focusing on team member engagement to promote ownership & accountability
•Provide coaching, direction and leadership to the Operations Team, Team Managers, and Frontline team members
•Manage key initiatives and provide project requirements to support the development and execution of new tools & processes to enable team members to provide increasingly higher levels of service to our clients
•Work with team members and clients to improve overall client experience Qualifications:You're the missing of the puzzle
•Solid understanding of Call Center Operations & Performance KPIs
•Strong understanding of Fixed Services operations and partners
•Business Management - KPI development and inspection, business planning and execution
•Understanding marketing, business and financial acumen
•Very strong understanding of the change management and operational readiness processes
•Good understanding of coaching philosophy and practices
•Proven track record of putting the customer first
•Possess excellent oral and written communication skills in both English and French
•Proficiency with Microsoft Office Suite (with advanced knowledge of Excel and PowerPoint) and/or G-Suite
•Ability to challenge conventional wisdom and engage effectively with senior leadership
•Outstanding communicator to be able to effectively articulate the vision, goals and strategic imperatives of the business and act as an enabler of feedback
•Exceptional negotiation skills with a high degree of relationship building skills
•Ability to develop talent
•Post-secondary education (i.e. business, technical, computer science) and/or 3-5 years of experience in a competitive, client support environment Great-to-have
•ITIL and Six Sigma certification 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.
Operations and Logistics