Key skills
LeadershipCommunicationCritical ThinkingTime Management
About this role
Role Overview
- Own day-to-day operations and manage escalations, ensuring consistent achievement of key performance metrics
- Lead hiring, performance monitoring, and coaching of team members
- Track and measure individual and team productivity and quality results
- Drive improvements in overall service levels and cost management
- Ensure adherence to TELUS and local government labor policies
- Coach and mentor team members through weekly one-on-ones
- Communicate transparently with your Operations Manager on team performance
- Provide assistance and/or on-the-job training to support team member development
- Analyze, summarize, and review data; report findings and make recommendations
Requirements
- 3 to 5 years experience in a competitive, client support environment
- Leadership experience managing people in service delivery environments
- Strong customer service orientation and ability to build positive relationships with internal and external stakeholders
- Solution-driven mindset with critical thinking skills
- Excellent communication skills (verbal and written)
- Strong organizational and time management skills
- Proficiency with Microsoft Office applications (Word, Excel, Outlook)
- Understanding of inbound operations and ability to execute programs that meet service level and financial objectives
- Ability to effectively communicate with team members and managers at all levels of the organization
- Strong analytical skills with the ability to interpret data and drive evidence-based decisions
- Strong ability to maintain confidentiality and handle sensitive information with discretion
Benefits
- Comprehensive total rewards package highlighting competitive salary and bonus structures
- Minimum 3 weeks of vacation
- 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