Manager - Client Care

Description

At TELUS, we’re a people-first, customers-first, purpose-driven team working every day to innovate and do good. Join us, and let’s make the future friendly, together. 

We are looking for a leader. No ordinary leader, but one that can inspire, coach and develop to ensure our clients always have an exceptional experience. Reporting to the Director of Customer Experience (CE) you will be part of a national team, leading a team of diverse cross functional frontline managers who support our Cantonese, Mandarin and English customer service agents in a fast-paced call centre environment.

The Future Friendly Home team is accountable for end to end resolution of customer outcomes such as installation, general & billing inquires, account modification, moves, cancellations and repair & troubleshooting. Our team works collaboratively with other frontline teams: Customer Solutions Delivery (CSD), Direct 2 Customer (D2C), Dealers, in delivering customer ease and high Likelihood-to-Recommend (L2R).

Amazing people like you set us apart. You will have the flexibility to work a combination of both in-office and virtually, empowering you to prioritize your well-being.

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

Responsible for deployment of resources, coaching, performance management, hiring, etc. you will liaise with several internal departments, including Process Excellence, Process Ownership, Training, Strategic Planning, Resource Planning, Human Resources and work closely with peers onsite and internationally.
 
This position requires strong people leadership & communication skills, team work, innovative thinking and strong execution skills.

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Qualifications

Here's how

• People Management: Provide day-to-day coaching, direction and leadership to frontline team members, facilitating team meetings, performance management and development
• Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
• Identify, plan and execute key operational & process improvements to enhance customer experience
• Analyze reports, identify root causes and execute resolutions to improve business performance
• Highly motivated and able to seek out innovative approaches to business solutions and challenges by engaging our frontline team members
• Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
• Proactively observe and report real-time call drivers that impact the customer experience
• Relationship Management: Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service
• Excels in working with regional and national teams in an ever-changing fast-paced team environment exhibiting an action oriented mindset
• Effective communication with the regional and national team in a timely manner
• Lead as a prime in departmental initiatives to manage operations
• Provide timely and complete resolution of escalated issues and concerns raised by team members, peers and or support person

You’re the missing piece of the puzzle

• Demonstrated ability to lead, train, coach and motivate a team to effectively virtually and in person to increase performance and achieve desired results
• Fluent in Mandarin or/and Cantonese
• Proven leadership skills through previous management experience in a call center or operations environment
• Sound knowledge of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management
• Excellent organizational and multi-tasking skills, ability to plan, organize and prioritize own & teams time & effort, while accomplishing tasks in a cost-effective manner
• Ability to develop highly effective relationships at all levels
• Demonstrated ability to adapt quickly to change and lead effective change management
• Analytical & 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
• Knowledge/background in collective agreement administration

Great-to-haves

• Post-secondary education
• 3-5 years of people leadership experience in a fast paced client-facing, contact center or operations environment