Lead and elevate a high performing team to even greater heights! Join our team
We are looking for a dynamic and poised individual to support all of the province of Alberta (AB) mass market Technician deployment strategy & operations. Here's the impact you'll make and what we'll accomplish together
You are responsible for powering the customer experience of the province through strong leadership and collaboration with cross functional teams and lead an engaged group of frontline Dispatch and Resource Planning Clerks. Here's how
•Coach and lead a team of frontline team members responsible for handling inbound and outbound calls supporting Field Service Technicians, and internal Customer Care & Assure Agents
•Create and support an engaged, high-energy, results-oriented, inclusive work environment that encourages employees to give their best to our customers, fellow team members and, ultimately, our shareholders
•Lead the AB resource deployment operations collaboratively with various critical stakeholders, including Customer Solutions Delivery (CSD) Home team, CSD Partner Management, Resource Strategy & Planning, Customer Experience (CE) Care, and CE Assure
•Facilitate strong relationships through collaborating with and influencing CSD General Managers, and Field Managers
•Ensure the alignment of all decision-making and business plans with the TELUS Corporate Strategy and the top priorities of the Broadband Networks team
•Provide mentorship, day-to-day coaching, direction and leadership to a front line team members, includes real time management of resources, active supervision, performance support & development, and facilitating team meetings
•Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
•Identify, plan and execute key operational improvements to enhance the customer experience
•Implement and track the achievements of key performance objectives and success indicators to ensure customer satisfaction while maintaining operational excellence and cost effectiveness
•Provide timely and complete resolution of escalated issues and concerns raised by team members, peers, and/or support person Qualifications: You're the missing piece of the puzzle
•Demonstrated ability to lead, train, coach and motivate a team to effectively increase team engagement, provide change management and achieve performance results
•Excellent team building, collaboration and communication skills in working with cross-functional team members
•Sound knowledge of the major functions of providing exceptional client care, deployment operations, service provisioning, technical support and complaint management
•Ability to develop highly effective relationships at all levels
•Strong planning and organizational skills with focus on strategic priorities and continuous improvement execution
•Analytical and problem solving skills
•Proven ability to continually meet or exceed objectives
•Excellent presentation skills and the ability to translate service requirements effectively both verbally and in writing
•Excellent organizational and multi-tasking skills, ability to coordinate a variety of activities, track important details, follow-up on delegated assignments Great-to-haves
•Experience in leading or participating in process improvement teams or self-managed work teams
•Proven leadership skills through previous management experience in a call center environment 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.