Bilingual Technology Analyst II (Hybrid)

Description

Join our team

TELUS Business Customer Experience (BCX) team brings the power of smart technology to life for our business customers. We are seeking an inspiring Director of Operations to lead our Customer Service & Support Wireless Operations. This team plays the critical role of directly supporting the Wireless suite of services for our Small and Medium Business as well as our Enterprise customers. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer service and exceed expectations.

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

Reporting to the Vice-President, Customer Service & Support, you will lead a high-performing team dedicated to delivering a best-in-class customer experience across our Wireless Care and Repair portfolios. In this role, you will inspire and empower team members to drive transformational initiatives that enhance operational efficiency, elevate service quality, and create exceptional outcomes for our business customers.

You will work closely with Operations, Sales, and Marketing partners to continuously evolve and transform critical areas of the wireless business. This includes leveraging AI capabilities to create more effortless customer experiences, advancing proactive support models, enabling sales and dealer channels during high-demand periods such as Black Friday/Cyber Monday, End-of-Quarter sales, and Boxing Day, optimizing operational processes, and driving cost transformation initiatives.

This role calls for a dynamic and results-oriented leader with a strong track record of leading high-performing teams, fostering cross-functional collaboration, and delivering meaningful business impact in a fast-paced environment.

Responsibilities Include:

• Lead the day-to-day operational performance of the Business Contact Centre, ensuring delivery of exceptional customer experiences and achievement of key operational metrics including service levels, quality, productivity, and customer satisfaction

• Develop and execute operational strategies that support the Wireless business portfolio, aligning resources and capabilities to evolving customer and business needs

• Partner cross-functionally with Operations, Sales, Marketing, and Network teams to drive continuous improvement initiatives, resolve customer pain points, and enhance end-to-end customer journeys

• Leverage data, insights, and AI-driven capabilities to improve customer experience, reduce customer effort, optimize workflows, and drive operational efficiencies

• Lead, coach, and develop high-performing leaders and teams by fostering accountability, engagement, performance excellence, and career development

• Oversee operational readiness and execution during critical business periods, including major product launches and high-volume sales events such as Black Friday/Cyber Monday and Boxing Day

• Establish and communicate key operational KPIs and business performance insights to senior leadership, while driving transformational initiatives focused on process optimization, escalation reduction, and cost efficiency

Qualifications

What YOU Bring:

• 5+ years of leadership experience in Contact Centre Operations, Customer Service, or related operational environments, with a strong focus on customer experience and business performance

• Proven ability to lead high-performing operational teams in fast-paced, customer-focused environments while driving accountability, engagement, and results

• Strong operational acumen with experience managing key performance metrics including service levels, customer satisfaction, quality, productivity, and cost efficiency

• Demonstrated success leading transformational initiatives and continuous improvement programs that enhance customer experience, optimize operations, and drive business outcomes

• Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organization

• Proven ability to navigate complex or high-pressure situations with sound judgment, agility, and a customer-first mindset

• Strong analytical and presentation skills, including the ability to translate operational insights into executive-level recommendations; proficiency with Google Workspace and operational reporting tools

You’re the missing piece of the puzzle

• With your strong leadership & team management skills which enable you to lead a successful team in a high pressure, highly visible environment

• You are passionate about continuously enhancing the customer's perspective of TELUS Digital capabilities and deliverables and growing long term, sustainable relationships

• You have an eye for business and advanced understanding of business practices and concepts relative to revenues, costs and profits

• You're a strategic thinker and have the capability to execute on deliverables in a creative manner

• You have excellent oral, written and presentation skills, with the ability to communicate at an executive level

• With your ability to work independently and get results

• You can analyze and understand complex information and to develop clear and relevant communications

• You are fluent in English and French (both spoken and written) 

Great-to-haves:

• Knowledge and experience in the telecommunication industry and its end-to-end operations

• University degree in business, economics, engineering, information management or equivalent experience

• Innovation-orientation and passion for building, operating, and transforming new businesses

Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.