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Manager - Operations (Bilingual) Ste-Marie, QC

Location: 

Ste-Marie, Quebec, CA

Req ID:  30351
Jobs by Category:  Operations
Job Function:  Planning and Analysis
Status:  Full Time
Schedule:  Regular

Lead a high-powered team to exciting new heights! 

 

Our team and what we’ll accomplish together


We’re looking for a dynamic and dedicated person to join our Customer Solutions Delivery team. Their role will be to provide day-to-day support to the customer-facing agents in charge of assigning work to appropriate technical staff in a timely manner to satisfy our consumer customers. In addition, they will be responsible for leading a team of analysts in executing tasks and projects for their assigned sector.   

 

You will be a key member of the Customer Solutions Delivery team, and will play a central role in the preparation and execution of day-to-day operations to support the development of our new activities. You are an inspiring manager with a taste for action. You’re able to build high-performing teams, get results and promote change. You drive transformation and are constantly finding opportunities to improve teams’ ways of working and achieve better results. You will improve the customer experience through your solid leadership and collaboration with cross-functional teams. 

 

You will also help us to transform the company by guiding the team through the changes needed to ensure that we become the best team in the world for deployment and planning. Your efforts will help position us to add to TELUS’ long-term value as part of our digital transformation.

What you’ll do

 

  • Manage a team of professionals and customer-facing agents charged with processing chat sessions and inbound and outbound calls to support technicians in the field, customer service agents and service assurance agents
  • Create and maintain a motivated, dynamic, inclusive and results-oriented work environment that encourages employees to do their very best for customers, their colleagues, and ultimately for our shareholders
  • Promote strong relationships through collaboration with the Customer Solutions Delivery management team and the service managers responsible for our communities
  • Harmonize all business decision-making plans with our strategic resource planning team
  • Provide mentoring, day-to-day coaching and leadership to members of the customer-facing team, including real-time resource management, active supervision, performance support and development, and leadership of team meetings. Manage people, tools, processes and procedures to ensure timely service delivery to a varied and dynamic customer base
  • Identify, plan and implement important operational improvements to enhance customer experience
  • Establish and monitor key performance objectives and measures of success to ensure customer satisfaction while maintaining operational excellence and profitability
  • Quickly and completely resolve escalated problems and respond promptly to concerns raised by team members, peers or your immediate supervisor
  • Help promote a digital approach within the team to ensure that we are taking advantage of technology to manage our company as effectively as possible
  • Ensure compliance with applicable laws and regulations, collective agreements and all other TELUS policies

 

 

What you bring

 

  • Proven ability to manage a team, provide training and coaching to effectively motivate team members, provide change management and achieve performance results
  • Excellent team building skills and ability to collaborate and communicate with members of cross-functional teams
  • Solid knowledge of the main responsibilities needed for exceptional customer service, resource deployment and use activities, service delivery, technical support and complaint management
  • Ability to form solid relationships at all levels of the company
  • Strong planning and organizational abilities, with a focus on strategic priorities and continuous improvement
  • Analytical and problem-solving skills
  • Recognized ability to achieve and continuously surpass objectives
  • Excellent presentation skills; ability to effectively communicate service requirements both verbally and in writing (French and English)
  • Excellent interpersonal skills and multitasking ability; able to coordinate a diverse range of activities, not lose sight of important details, and follow up on delegated tasks
  • Strong business sense and ability to bring a higher-level perspective to the initiatives supported by our team

 

Great-to-haves

 

  • Experience managing teams responsible for process improvement or self-managed work teams, or as a member of such teams
  • Recognized leadership from prior management experience in a call centre environment
  • Familiarity with or experience in managing collective agreements
  • Bilingual in French and English

 

 

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.