Team Mgr-Operations (Temporary 18 month contract)
Share
Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Our team and what well accomplish together
As a Team Mgr-Operations youll own day-to-day operations and drive consistent achievement of key performance metrics while ensuring customer contacts are handled professionally and efficiently. Youll 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 youll 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 positions main responsibilities given its national scope.
Required Experience:
Manager
Key Skills
About Company
Virtual healthcare solutions that offer personalized support from compassionate clinicians 24/7 anywhere in Canada.
