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Team Manager - Contact Centre

TELUS

TELUS

Saanichton, BC V8M, Canada
Posted on Thursday, February 8, 2024

Team Manager - Contact Centre

Location:

Saanichton, BC, CA, V8M 2A5 Victoria, BC, CA Vancouver, BC, CA

Req ID: 39117
Jobs by Category: Operations
Job Function: Customer Service
Status: Full Time
Schedule: Regular

Description

Join our team


Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic
self to work? Are you a naturally curious person that believes learning is a continuous journey? Do you prioritize your
well-being and want your employer to do the same? The TELUS Business Customer Experience (BCX) team knows
that we are better together, so join us and together, let’s make the future friendly.


Our Employer Solutions team provides technology Human Resource solutions to Commercial & Public Sector
organizations across Canada. Leveraging their expertise as HR practitioners, the team delivers cost-effective,
customized support including payroll, performance management, contact center, business process outsourcing as
well as Customer Relationship Management solutions.


As a Contact Center Team Manager you will provide leadership, direction, and coaching to a team of professionals
who are responsible for providing Contact Center services and Business Process Outsourcing support including
processing of employee transactions.


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

  • Provide day-to-day coaching, direction and leadership including real-time management of resources, performance
  • management and development, facilitating team meetings, escalation resolution and response
  • Development of process documentation in a format usable and understandable by business areas and TES Contact
  • Center and BPO systems support
  • Leverage knowledge of client policies and processes to analyze business effectiveness and implement improvements
  • Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and
  • excellent customer service
  • Implement and track appropriate performance objectives and measures to support team member and customer
  • satisfaction while maintaining operational excellence and effectiveness
  • Communicate and implement strategic direction developed by the leadership team
  • Focus to achieve customer experience and operation excellence

Qualifications


What you bring

  • Post-secondary diploma / certification
  • 3–5 years in a Customer Service, Human Resources, Payroll, Recruitment and Accounting business setting, or
  • related skills and experience
  • Extensive experience using spreadsheet and e-mail applications (preferably MS Word, MS Excel and MS Outlook)
  • Extensive experience in research, analysis and information gathering
  • Leadership skills with an ability to work in an environment of shifting priorities and tight deadlines
  • Communication skills both verbal and written
  • Ability to develop and coordinate work plans and resources
  • Strong investigation, analysis and problem solving skills
  • Time management and organizational skills


Core capabilities required for all TES employees include

  • Quality Client Service
  • Communicates with Impact
  • Teamwork and Leadership
  • Developing Self and Others
  • Innovation
  • Flexibility
  • Analytical Thinking
  • Business and Organizational Knowledge

Great to have

  • Business Administration or HR Management (certificate, diploma and/or degree)
Salary Range: $61,000-$91,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting is effective January 2023 and may be subject to change in 2024.

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

Team Manager - Contact Centre

Location:

Saanichton, BC, CA, V8M 2A5 Victoria, BC, CA Vancouver, BC, CA

Req ID: 39117
Jobs by Category: Operations
Job Function: Customer Service
Status: Full Time
Schedule: Regular

Description

Join our team


Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic
self to work? Are you a naturally curious person that believes learning is a continuous journey? Do you prioritize your
well-being and want your employer to do the same? The TELUS Business Customer Experience (BCX) team knows
that we are better together, so join us and together, let’s make the future friendly.


Our Employer Solutions team provides technology Human Resource solutions to Commercial & Public Sector
organizations across Canada. Leveraging their expertise as HR practitioners, the team delivers cost-effective,
customized support including payroll, performance management, contact center, business process outsourcing as
well as Customer Relationship Management solutions.


As a Contact Center Team Manager you will provide leadership, direction, and coaching to a team of professionals
who are responsible for providing Contact Center services and Business Process Outsourcing support including
processing of employee transactions.


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

  • Provide day-to-day coaching, direction and leadership including real-time management of resources, performance
  • management and development, facilitating team meetings, escalation resolution and response
  • Development of process documentation in a format usable and understandable by business areas and TES Contact
  • Center and BPO systems support
  • Leverage knowledge of client policies and processes to analyze business effectiveness and implement improvements
  • Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and
  • excellent customer service
  • Implement and track appropriate performance objectives and measures to support team member and customer
  • satisfaction while maintaining operational excellence and effectiveness
  • Communicate and implement strategic direction developed by the leadership team
  • Focus to achieve customer experience and operation excellence

Qualifications


What you bring

  • Post-secondary diploma / certification
  • 3–5 years in a Customer Service, Human Resources, Payroll, Recruitment and Accounting business setting, or
  • related skills and experience
  • Extensive experience using spreadsheet and e-mail applications (preferably MS Word, MS Excel and MS Outlook)
  • Extensive experience in research, analysis and information gathering
  • Leadership skills with an ability to work in an environment of shifting priorities and tight deadlines
  • Communication skills both verbal and written
  • Ability to develop and coordinate work plans and resources
  • Strong investigation, analysis and problem solving skills
  • Time management and organizational skills


Core capabilities required for all TES employees include

  • Quality Client Service
  • Communicates with Impact
  • Teamwork and Leadership
  • Developing Self and Others
  • Innovation
  • Flexibility
  • Analytical Thinking
  • Business and Organizational Knowledge

Great to have

  • Business Administration or HR Management (certificate, diploma and/or degree)
Salary Range: $61,000-$91,000
Performance Bonus or Sales Incentive Plan: 15%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. In addition, TELUS offers rewarding benefits, which may vary per job function, such as:

  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more …

Please note that the compensation shown in the job posting is effective January 2023 and may be subject to change in 2024.

A bit about us

We’re a people-focused, 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.

You’ll find our engaging, high-performance culture personally fulfilling, professionally challenging, and financially rewarding. 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. When you join our team, you’re helping us make the future friendly.

Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.

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.

Description

Join our team


Do you enjoy working in a diverse and inclusive environment where you can feel comfortable bringing your authentic
self to work? Are you a naturally curious person that believes learning is a continuous journey? Do you prioritize your
well-being and want your employer to do the same? The TELUS Business Customer Experience (BCX) team knows
that we are better together, so join us and together, let’s make the future friendly.


Our Employer Solutions team provides technology Human Resource solutions to Commercial & Public Sector
organizations across Canada. Leveraging their expertise as HR practitioners, the team delivers cost-effective,
customized support including payroll, performance management, contact center, business process outsourcing as
well as Customer Relationship Management solutions.


As a Contact Center Team Manager you will provide leadership, direction, and coaching to a team of professionals
who are responsible for providing Contact Center services and Business Process Outsourcing support including
processing of employee transactions.


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

  • Provide day-to-day coaching, direction and leadership including real-time management of resources, performance
  • management and development, facilitating team meetings, escalation resolution and response
  • Development of process documentation in a format usable and understandable by business areas and TES Contact
  • Center and BPO systems support
  • Leverage knowledge of client policies and processes to analyze business effectiveness and implement improvements
  • Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and
  • excellent customer service
  • Implement and track appropriate performance objectives and measures to support team member and customer
  • satisfaction while maintaining operational excellence and effectiveness
  • Communicate and implement strategic direction developed by the leadership team
  • Focus to achieve customer experience and operation excellence

Qualifications


What you bring

  • Post-secondary diploma / certification
  • 3–5 years in a Customer Service, Human Resources, Payroll, Recruitment and Accounting business setting, or
  • related skills and experience
  • Extensive experience using spreadsheet and e-mail applications (preferably MS Word, MS Excel and MS Outlook)
  • Extensive experience in research, analysis and information gathering
  • Leadership skills with an ability to work in an environment of shifting priorities and tight deadlines
  • Communication skills both verbal and written
  • Ability to develop and coordinate work plans and resources
  • Strong investigation, analysis and problem solving skills
  • Time management and organizational skills


Core capabilities required for all TES employees include

  • Quality Client Service
  • Communicates with Impact
  • Teamwork and Leadership
  • Developing Self and Others
  • Innovation
  • Flexibility
  • Analytical Thinking
  • Business and Organizational Knowledge

Great to have

  • Business Administration or HR Management (certificate, diploma and/or degree)