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Team Manager-Client Care

Burnaby, BC
Full Time
4 days ago

We have an exciting opportunity for you to join TELUS as a frontline team manager. You will support a dynamic customer service team who deliver best-in-class customer service for our Future Friendly Home clients.

We pride ourselves in putting the customer at the heart of everything we do - listening and learning from their feedback to deliver the best experience possible. In this role you will be an important part of delivering on that promise. You can be part of a culture that puts giving back to communities at the heart of everything we do! We value and continuously support organizations across Canada that are empowering people in our local communities.

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

You are a collaborative leader that can provide direction and leadership to frontline team members in an in office and virtual environment. With your strong people leadership skills, teamwork and communication skills you will coach and motivate your team to effectively increase performance results and achieve their objectives (KPI's). You thrive in a fast-paced environment and adapt quickly to change and provide change management guidance to others.

Here's how
    •You will develop and coach your team in delivering an incredible customer experience •Real time management of resources, performance management and development, facilitating team meetings; escalation resolution •Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness •Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service (Client Experience, Training, Strategic Planning, National Operations, and Human Resources) •Proactively observe and report real-time call drivers that impact the customer experience •Coordinate and implement inbound client sales strategies •Analyze Churn reports, market research and make recommendations to reduce churn


You're the missing piece of the puzzle
    •Your passionate about customer service and are known as an inspiring leader who coaches and develops team members, cultivating a highly engaged and high performance team •You have a solid understanding of the major functions of providing exceptional client care, including sales, service provisioning, technical support and complaint management •You have proven ability to develop highly effective relationships at all levels •You have strong analytical and problem solving skills •You strive to continually meet or exceed objectives for your team and yourself •You have strong PC skills (MS Office, G Suite) •Minimum of 6 months' people leadership experience

    •Knowledge/background in collective agreement administration •Experience in a call centre environment

A bit about us

Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. 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.
Customer Service and Support