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Operations Manager - TELUS Business Connect (Care & Assure) Operations

Location: 

St Laurent, Quebec, CA Edmonton, AB, CA Calgary, AB, CA Vancouver, British Columbia, CA Toronto, ON, CA Montreal, Quebec, CA Quebec, Quebec, CA

Req ID:  24838
Jobs by Category:  Operations
Job Function:  Operations
Status:  Full Time
Schedule:  Regular

Description

 

Be a part of a transformational journey with innovative talent and leading edge technologies!

 

Join our team

 

You’re a strategic thinker with a knack for capturing business insights and process improvements and applying them to procedures, learning and recognition for TELUS’ Mobility and SMB Centre of Excellence (MSM CoE) Service Desk team. As a single contributor reporting to the Senior Operations Manager, you will partner with senior leaders and key stakeholders to drive key transformational initiatives, process improvements within our team and support customers. The possibilities are endless when it comes to evolving and investing in our team members!

 

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

 

Working in a fast-paced Omni-Channel service desk environment, in this role you will be responsible for providing leadership, direction and drive culture for our TELUS Business Connect (VoIP) Care and Assure Service Desk team. Your efforts will directly impact TELUS’ number one corporate priority which is to deliver on TELUS’ Customer’s First brand promise by putting customers first and earning our way to industry leadership in “Likelihood to Recommend” from our clients. Our highly engaged team supports current & next generation business products and technologies, such as: TELUS PureFibre, Secure Business, Business TTV, Network as a Service (NaaS) & Business Connect. Our team is dedicated to offering world-class services to all our customers.

Here's how

 

  • Daily Operations Management & advocating Voice of customer (Service Level Perf, Contact Trends, Escalations, etc.)
  • Build key relationships with internal departments (e.g. sales, back office, tier 2/3 assure teams, field operations, Partner Solutions, etc.), including offshore partners
  • Collaborate with and maintain the support of partners for the TELUS Business Connect product, including new business & product development
  • Overall responsibility & accountability for Key Business Indicators for the Business Connect (Care & Assure) teams; including analysis and initiating action plans
  • Foster a collaborative environment, focusing on team member engagement to promote ownership & accountability
  • Provide coaching, direction and leadership to the Operations Team, Team Managers, and Frontline team members
  • Manage key initiatives and provide project requirements to support the development and execution of new products, services, tools & processes to enable team members to provide increasingly higher levels of service to our clients
  • Work with team members and clients to improve overall client experience
  • Strong understanding of ITIL, Knowledge Management and Workflow/Process engineering techniques is an asset

 

 

Qualifications

 

You're the missing piece of the puzzle

 

  • Solid understanding of Service Desk/Contact Center Operations & Performance KPIs
  • Strong understanding of Telecommunications & IP Networking technologies, as well as IT service desk operations
  • Business Management - KPI development and inspection, business planning and execution
  • Understanding of enablement, marketing, business and financial acumen
  • Good understanding of coaching philosophy and practices

 

Required Skills & Abilities

 

  • Possess excellent oral and written communication skills in both English and French
  • Proficiency with GSuite & Microsoft Office Suites (with advanced knowledge of spreadsheets and PowerPoint/Google Slides), along with strong analytical and story presentation skills
  • Ability to challenge conventional wisdom and engage effectively with senior leadership
  • Outstanding communicator to be able to effectively articulate the vision, goals and strategic imperatives of the business and act as an enabler of feedback
  • Exceptional negotiation skills with a high degree of relationship building skills

 

 

A bit about us

We’re a people-first, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world. 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.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our team to be fully vaccinated for COVID-19.

 

 

 

 

Operations

We’re the ones that design, build, repair and maintain the billions of dollars’ worth of the infrastructure that keeps more than 15.2 million Canadians connected.

We are honoured to be recognized

1.4M
Days volunteered in our communities.

70%
Team members that work at home or are mobile.

15.2
Million customers that TELUS is serving across Canada.

Accessibility

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment.

We offer accommodation for applicants with disabilities, as required, during the recruitment process.