Team Manager - Security Alarm Monitoring

Description

Join our team 

TELUS has entered the Smart Security and Automation (SSA) market in a big way – transforming an industry while we make our customers’ homes and businesses safer and bringing convenience and peace of mind to their lives. As we grow, we will continually strive to improve - and we are seeking an organized, outgoing, forward thinking and motivated individual to be a part of our Monitoring team within the Security Alarm Monitoring (SAM).

Our SAM team is responsible for the protection and saving lives on a daily basis through the response to Burglary, Fire, Medical and Panic/Hold up alarms among others. Joining our team is to be part of an environment that is fast-paced with a high sense of urgency. Continuous transformation and the pursuit of ambitious projects happen every single day.

We believe that embracing diversity, equity, inclusion, as well as differences of opinion lead to better business outcomes.

 

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

You will be responsible for deployment of resources, coaching, performance management, hiring, etc. You will liaise with several external partners and internal departments, including Client Experience, Resource Strategic Planning, Training and Human Resources. This position requires people leadership skills, teamwork, innovative thinking, decision making skills, strong execution and technical skills.

Here's how

• Responsible for supporting, coaching and developing a high-performing team
• Showcase your team performance through tracking of key performance metrics, and using this information for recognition, planning and development
• Partner with multiple key stakeholders to fully support the needs of your team, supporting a collaborative team culture
• Manage performance and development, facilitate team meetings and resolve escalations 
• Relationship Management- manage and maintain relationships with numerous internal & external stakeholders to ensure resolution and driving customer excellence
• Provide timely and complete resolution of escalated issues and concerns raised by team members, peers, and/or support personnel
• Participate in the on-call manager rotation and other management coverage for the team as required
• Foster a collaborative environment which focuses on delivering high levels of team member engagement
• Support, coach, develop and mentor team members for both in role performance and desired career growth
• Ownership over performance of your team: drive objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
• Recruit and hire new team members and help define a proactive retention strategy 
• Drive change and develop a team with a positive, can-do attitude as the team, tools, and processes change
• Be responsible for scheduling and training of your team 
• Ensure the day to day department responsibilities are met and able to shift and prioritize throughout the day to meet deliverables

Qualifications

You're the missing piece of the puzzle

• You have a deep passion for customers, people and resolving issues
• Proven track record of past performance, successes and achievements
• Outstanding communication skills to clearly articulate the vision, goals and act as an enabler for feedback
• Ability to develop highly effective relationships at all levels
• Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner
• Analytical and problem-solving skills
• Possess excellent presentation skills and the ability to translate service requirements effectively both verbally and in writing
• Demonstrated ability to adapt quickly to change and provide change management guidance to others
• Passion for your community, bringing your core values to the table

Great-to-haves

• Experience in a call center environment and people leadership experience are an asset
• Customer-focused approach, with an understanding that every decision impacts the customer and their peers
• Bilingual (English/French) is an asset