Team Manager - SmartHome Security

Burnaby Cascade Schou Douglas Gilpin, BRITISH COLUMBIA | 5 months
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$63,620 Average salary of similar jobs | Check Salary...

Job Description


Team Manager - SmartHome Security - CUS05898-19



Description

 

Create awesome experiences for our customers.


Join our team

TELUS is looking for a dynamic individual to be part of a national team of dedicated SmartHome Security - Team Managers leading a team of Client Care Representatives in a fast-paced environment. Supporting our team means having the people focus and spirit to lead strongly in changing and ambiguous settings.


The successful candidate will be responsible for deployment of resources, coaching, performance management, etc. You will liaise with several internal departments, including Client Experience, Training, Strategic Planning, National Operations, and Human Resources.


This position requires people leadership skills, team work, innovative thinking and strong execution skills.


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


We are looking for an energetic and ambitious people leader to join our dynamic team. Do you want make a difference to our customer experience? Do you enjoy solving problems for both team members and customers alike? Do you enjoy the challenge of motivating and inspiring team members to achieve the goals? Then this role is for you!


As a Team Manager in SmartHome Security, you will work closely with a team of talented problem solvers who are passionate about improving our customers’ experience. This team consists of Case Representative 1 team members who primarily take inbound calls to help support our valued customers with any inquiries they may have, and value add to additional products and services to ensure a full coverage experience.


In addition to leading this team, you will collaborate with peers supporting other lines of business such as other Client Care teams, Technical Support and Loyalty & Retention. We are looking for a leader that can build and maintain engagement, coach for performance improvement, innovate to drive business improvements and possesses solid change leadership skills. 


Additionally this role will be supporting the growth and development of our newest products and department, SmartHome Security. As the team is new you will have the opportunity to help influence processes, learn new products, and be one of the founding members of this exciting new initiative. 


Here's how
  • People Management: Provide day-to-day coaching, direction and leadership to frontline team members, this includes real time management of resources, performance management and development, facilitating team meetings, escalation resolution and response
  • Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
  • Identify, plan and execute key operational improvements to enhance customer experience
  • Implement and track appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
  • Relationship Management: Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service
  • Mentor, coach and develop team members to achieve higher levels of performance and job mastery
  • Provide timely and complete resolution of escalated issues and concerns raised by team members, peers and or support person
  • Proactively observe and report real-time call drivers that impact the customer experience
  • Effective communication with the regional and national team in a timely manner
  • Participate in the on-call manager rotation and other management coverage for the team



Qualifications

 

You're the missing piece of the puzzle

  • Ability to negotiate and develop highly effective relationships with both internal and external customers
  • Demonstrated ability to lead, train, coach, and motivate a team to effectively increase performance results and achieve desired results
  • Demonstrated ability to adapt quickly to change an provide change management guidance to others
  • Ability to plan, organize and prioritize own time while accomplishing tasks in a cost-effective manner
  • Strong conceptual and analytical skills
  • Ability to interpret performance data and generate innovative solutions
  • Ability to present your ideas through a variety of forums including both written and verbal

Great-to-haves
  • Minimum 1 year of experience in a call center environment
  • Meeting or exceeding all key performance indicators (KPIs)
  • Experience leading frontline team members in a call center environment
  • Experience in the home security industry

Who is TELUS?
We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada. Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses; and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.
Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion?
 
At TELUS, you create future friendly® possibilities.
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.


Primary Location
: CA-BC-Burnaby


Schedule
: Full-time

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