TELUS' Customer Service Delivery - National Construction Enablement (NCE) team is looking for a dynamic and poised individual to be part of its team of dedicated managers.
As part of NCE, you will be responsible for the tactical and strategic resource planning of construction field teams (internal and external), while working with a team of Managers and Network Project Coordinators on initiatives, workload/capacity management and analytics in a fast-paced environment. This position will drive the customer experience through collaboration with cross functional teams, utilizing thoughtful leadership skills, team work, innovative thinking and strong execution skills.Responsibilities:
•To maintain labour interlock between available resource capacity and forecasted workloadQualifications:Required Knowledge:
•To understand, operationalize and manage to service level metrics within the business
•Lead a team of frontline team members through day-to-day coaching, direction and leadership
•Foster a collaborative environment which focuses on delivering high levels of team member engagement in a matrix structure
•Work closely with stakeholder teams comprised of Construction, Project Management, Engineering and Planning for end to end execution of initiatives/tasks
•Manage and adjust field technician capacity across regions ensuring optimum service levels for fulfillment and assurance activities
•Lead weekly and monthly interlock meetings with CSD members ensuring optimal field technician utilization
•Support continuous improvement programs and initiatives
•Perform statistical analysis and identify demand pattern changes associated to growth, trends and seasonality including forecast variance
•Highly developed personal planning and organizational skills and demonstrated track record of handling multiple projects in parallel Required Skills & Abilities:
•Professional demeanor and confident leadership style; able to interact effectively with individuals across all levels of TELUS
•Strong conceptual and analytical skills
•Ability to interpret data and generate innovative and unconventional solutions
•Demonstrated ability to effectively set priorities, meet deliverables and work with minimal supervision
•Ability to create and deliver presentations to leaders at all levels with the organization
•Excellent knowledge skills in all MS Office applications
•Knowledge of SAP Project System module
•Knowledge of MS Project or equivalent
•Knowledge of TELUS Inside Plant and Outside Plant processes, procedures and terminology
•Excellent project management and change management skills Required Professional Designation/Certification:
•Must have strong Excel, Word and PowerPoint skills
•Must be team-oriented with the ability to accept responsibility and work with minimal supervision
•Motivated, reliable and goal oriented with a proven dedication to customer service excellence
•Exceptional organizational skills with attention to detail and accuracy
•Ability to work in a face paced environment managing multiple priorities and activities
•Professional demeanor and confident leadership style; demonstrated ability to interact and communicate effectively across all management levels
•Demonstrated leadership skills and ability to communicate analytical information into operational plans and action
•Strong delivery and creation of presentations to leaders at all levels within the organization
•Strong interpersonal skills
•Excellent communication skills (oral and written)
•Post-Secondary diploma/degree in business, engineering, project management, computer science or equivalent combination of education and systems work experience Who is TELUS?
•University degree in Business, Mathematics or Accounting, MBA as asset
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.
Posted: September 24, 2017
Closes:November 23, 2017