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Team Leader, Loyalty & Customer Retention - FOCUS by TELUS

Sherbrooke, QC
Full Time
5 days ago

Join our team

FOCUS, a TELUS company, is a leader in Canada's fleet and fuel management industry. Located in the heart of Sherbrooke, a stone's throw from the Lac-des-Nations, FOCUS is a dynamic team with a strong sense of belonging and an abundance of ideas. We're looking for people who are passionate about technology, who are experts in their fields and who are all about providing exceptional customer service.

FOCUS by TELUS is a fleet management software that enables cities and businesses to reduce their environmental footprint by better managing human and material resources.

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

You'll be responsible for the management of Customer Loyalty and Retention team members in a constantly changing environment. Among other duties, you'll be in charge of resource deployment, supervision, performance management and recruitment. For this position, you need personnel management and teamwork skills, as well as innovative thinking.

Here's how

Team management
    •On a daily basis, supervise, guide and manage team members (internal sales and customer service teams).
    •Understand resource, performance and development management in real time, as well as team meeting organization, issue escalation and turnaround time (TAT) management.
    •Manage people, tools, processes and procedures to ensure timely service delivery to a varied and dynamic customer base.
    •Act as a mentor to team members and coach them so that they develop their skills to reach a higher level of performance and job mastery.
    •Coach and lead team members on the quality of call handling, online discussions or customer emails.
    •Monitor and evaluate new customer service employees.

    •Supervise service activation for new customers.
    •Determine, plan and implement key operational improvements to enhance customer experience.
    •Implement and monitor performance metrics and goals to the satisfaction of team members and customers while maintaining operational excellence and profitability metrics, notably quarterly sales, annual forecasts and retention rates.
    •Relationship management - manage and maintain relationships with various internal players to coordinate the Customer Service department's support and excellence issues.
    •Be able to handle more complex or difficult customer calls.
    •Provide complete and timely solutions to escalated problems.
    •Proactively analyze in real-time the reasons for calls that have an impact on customer experience, and report them.
    •Coordinate and implement customer retention strategies and monitor market trends.
    •Analyze reports and make recommendations to improve services


Required skills and abilities
    •Solid knowledge of the main responsibilities necessary to offer exceptional customer service, such as sales, service delivery, technical support and complaint management
    •Ability to build effective relations at all levels
    •Proven ability to lead, train, coach and motivate a team to improve its performance and produce expected results
    •Ability to plan your own schedule and organize and set priorities while cost-effectively fulfilling your duties
    •Analytical and problem-solving skills
    •Demonstrated ability to constantly stay ahead of goals
    •Proven computer skills (MS Office, Excel in particular, CRM)
    •Excellent presentation skills and ability to translate the department's needs effectively, both orally and in writing
    •French/English bilingualism (spoken and written)
    •Proven ability to quickly adapt to changes and provide the team with fitting change directives
    •Passion for technology
    •Capacity for learning

Professional recognition or training required
    •Post-secondary education (business administration) or 7-10 years of experience in a team management position, ideally in customer service and/or other department
    •Programs or seminars to develop and acquire additional skills for human resource management, customer service approaches, planning and overall quality control

Required experience and knowledge
    •Management or supervision experience
    •Experience managing teams responsible for process improvement or self-managed work teams, or as a member of such teams, an asset
    •Experience in the field of customer loyalty and retention preferred

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you're helping us make the future friendly. We're committed to diversity and equitable access to employment opportunities based on ability -your unique contributions and talents will be valued and respected here.

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