Join our team
We have an exciting opportunity for a Team Manager within the TELUS Custom Security Solutions team! This team is the Custom Security Deployment Centre that handles all the coordination and scheduling of jobs for technicians in order to maximize efficiency and productivity for our National Commercial customers. If you are ultra-organized and thrive in a fast-paced environment, and love to work in a collaborative setting, then read on as this job is for you! Here's the impact you'll make and what we'll accomplish together
As a Team Manager you'll support a team of front-line Resource Coordinators (Dispatch Team) who are responsible for dispatching service jobs to technicians to perform repair work at customer sites Here's how
•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 next role career growth
•Track and drive appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
•Engender a culture of collaboration and spirited teamwork in a matrix organization
•Drive key initiatives and projects to enable team members to provide increasingly higher levels of service to our clients
•Provide customer escalation support - manage client expectations to ensure they are in line with the contract; ensure contracted service commitments are being delivered
•Showcase business ownership via proactive operational monitoring, gap identification and resolution
•Demonstrate a Bias for action in ability to identify gaps, define and operationalize resolution from ideation to integration.
•Demonstrate aptitude and focus to effective operational change management strategies ensuring mitigation of both people and operational risk in times of change.
•Review, interpret and leverage data to support in performance development achievement of KPIs
•Demonstrate effectiveness and innovation in leading remote workforce, with emphasis on engagement and productivity
•Demonstrate acumen in performance management principles, with emphasis on influencing performance for frontline contact center personnel.
•Demonstrate agility in aligning to operational, customer, operational and team support requirements in evolving contact center environment as required. Qualifications: You're the missing piece of the puzzle
•1-3 years of equivalent leadership experience
•Proven people leadership and relationship management skills
•Proven track record of establishing KPIs in a new environment
•Proven track record of driving exceptional results and creating high-engagement cultures
•A passion for continuous improvement, learning and growth, and a desire to deliver exceptional results Great-to-haves
•Bilingual French/English is a strong asset
•Automation Process Knowledge
•Experience with team integrations or change management 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.
Customer Service and Support