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Senior Project Manager

Location: 

Toronto, ON, CA Vancouver, British Columbia, CA Calgary, AB, CA Barrie, ON, CA Edmonton, AB, CA

Req ID:  24406
Jobs by Category:  Technology Solutions
Job Function:  Project Management
Status:  Full Time
Schedule:  Regular

Description

 

 
The Customer Experience Technology Operations PMO is currently looking for an enthusiastic individual to join the team as a Senior Project Manager. The PMO team supports our Customer Experience call centers by delivering projects which improve quality, efficiency and customer satisfaction while reducing cost.


 
Reporting to the Manager of PMO, you will be responsible for:

 

  • Leading Customer Experience projects that deliver an exceptional Smart Home Security, Health, and call center technology customer and agent experience
  • Assessing the impact that projects will have on the customer experience and call center operations
  • Managing capital budgets
  • Leading projects that include system changes, operational changes, and network enhancements that drive operational efficiency by enhancing our call center technology
  • Partnering with stakeholders across the organization to assess, plan, analyze and create solution alternatives to meet project deliverables

 
Here’s How

 

  • You will have the chance to work in a highly collaborative environment with strong support from experienced project managers and business analysts
  • You will collaborate with cross-functional team members to achieve project objectives and plans and facilitates meetings and working sessions
  • You will partner with various stakeholders throughout the project lifecycle
  • You will be encouraged to identify and drive operational improvements to TELUS’ call centers by working with members from different areas of the organization and gain hands-on experience on end-to-end projects
  • You will collaborate with other program/project owners and leaders to compile appropriate plans to drive technology improvements
  • You will create actionable project readiness plans covering resourcing, schedule, communication, risks, issues and opportunities
  • You will prepare and communicate project status updates and reporting for invested stakeholders, program/project sponsors and management that offer actionable insights
  • You will manage project actions and escalate issues when appropriate
  • You will manage relationships across delivery teams (Primarily other PMs, Product Managers and Product Owners)
  • You will be accountable for timely resolution of post-launch support issues for the projects you are assigned to


The position presents a great opportunity to showcase your talents and grow your capabilities!
 

Qualifications

 

You’re the missing piece of the puzzle

 

  • Ability to work and communicate effectively with various levels of leadership
  • Solid understanding of TELUS systems, tools and business processes used by the call centers
  • Ability to influence and negotiate with others and come to a sound resolution quickly
  • Strong decision making, problem solving skills and the ability to work independently
  • Reporting expertise across benefits realization and familiarity with business cases
  • Strong leadership experience with a proven ability to coach and mentor others
  • Advanced level of productivity tools such Docs, Sheets, Slides
  • Skilled at relationship building and collaboration
  • Highly motivated, creative and self-sufficient with ability to work successfully under pressure and in a continually changing environment
  • Working knowledge of projects lifecycle and methodology for both Agile and Waterfall
  • Expertise in both project management and business analysis principles and techniques
  • Ability to distil complex concepts and conflicting objectives into clear and concise requirements
  • Excellent communication skills including verbal, written, presentation, and facilitation to all levels including senior leadership
  • Demonstrate thought leadership in recommending next steps forward/actions to address
  • Demonstrate critical thinking and passion for driving strong results
  • Solid financial and quantitative skills
  • Experience managing capital projects


Great to haves

 

  • A university degree or equivalent work experience combined with other recognized education
  • PMP certification 
  • Call center operations experience and telecommunications industry background are desired

#LI-REMOTE

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.

 

 

 

 

Technology Solutions

We’re into seeing where technology can take us, so if you have ever imagined what the future of supply chain management, cybersecurity, the cloud and Internet of Things will look like, we want you to be part of the team that makes it happen.

We are honoured to be recognized

5G
TELUS’s fastest network. 5G enables a superior experience with fast downloads and richer multimedia applications

6
Innovation centres across Canada that bring our team members together with customers, partners, start ups, universities, hospitals and fellow colleagues to tackle some of the biggest technological hurdles Canada will face in the near future.

1
Million active users logging into My TELUS per month (consumer mobility).

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.