Job Description

Our team and what we'll accomplish together

As a Team Mgr-Operations, you'll own day-to-day operations and drive consistent achievement of key performance metrics while ensuring customer contacts are handled professionally and efficiently. You'll coach, mentor, and develop your team for skills expansion and growth, creating a supportive environment where team members feel valued and empowered to succeed.

What you'll do

• Own day-to-day operations and manage escalations, ensuring consistent achievement of key performance metrics

• Lead hiring, performance monitoring, and coaching of team members to drive skills expansion and promotional opportunities

• Track and measure individual and team productivity and quality results, analyzing data to identify improvement opportunities

• Drive improvements in overall service levels, transactional efficiencies, and cost management

• Ensure adherence to TELUS and local government labor policies, including ePerformance requirements

• Coach and mentor team members through weekly one-on-ones and team meetings to support engagement and well-being

• Communicate transparently with your Operations Manager on team performance, issues, and recommendations

• Provide assistance and/or on-the-job training to support team member development and onboarding

• Analyze, summarize, and review data; report findings, interpret results, and make recommendations to drive operational improvements

• Complete performance evaluations for staff and recommend salary increases or advancement opportunities

• Initiate corrective or disciplinary actions as required, in alignment with TELUS policies

• Perform other duties as assigned

What you bring

• 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 and ability to anticipate needs and provide options

• Excellent communication skills (verbal and written) with ability to present ideas clearly and professionally

• Strong organizational and time management skills with ability to work independently in a fast-paced environment

• Proficiency with Microsoft Office applications (Word, Excel, Outlook) and ability to learn new systems

• Demonstrated ability to foster a positive work environment, build teams, and motivate staff

• 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

• Ability to maintain confidentiality and handle sensitive information with discretion

• Strong analytical skills with the ability to interpret data and drive evidence-based decisions

• Ability to take direction from management and ensure timely and accurate follow-through

Great-to-haves

• Bilingual English and French

• Knowledge of call center operations and familiarity with healthcare or EMR (Electronic Medical Records) systems

Advanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.