Basic Information
Ref Number
Req_00107664
Primary Location
Home Office - Canada
Additional Locations
Place TELUS Montreal, TELUS Garden Vancouver, TELUS Harbour Toronto, TELUS Sky Calgary
Country
Canada
Job Type
Support Positions
Work Style
Remote
Description and Requirements
Operations Manager
Job Specs:
WORK LOCATION: Remote, Ontario, Canada
WORK SCHEDULE: Business core hours, schedule flexibility.
Position Summary.
Lead, manage, and direct a team of management professionals and their direct reports in the development & delivery of high-quality & cost-effective service excellence. Contribute to revenue growth through effective delivery of customer service & revenue protection activities.
Main Responsibilities:
Ensure the management and delivery of all program metrics while driving the team’s performance, development, engagement, and retention plans. The Operations Manager will lead the daily embodiment of our Company’s Values and strive to exemplify a best-effort collaborative approach in all matters relating to the role and those projects assigned beyond the regular scope of responsibilities.
Lines of business to support:
- Pharmacy.
- Health Benefits Management and Provider Management Group.
- EMR/CHR.
Additional Job Description
Responsibilities
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People Management – Foster a collaborative environment, focusing on team member engagement to promote accountability. Provide coaching, direction and leadership to Team Managers and frontline team members.
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Communicate and implement the strategic direction developed by the Leadership team. Implement processes and procedures that meet the needs of partners and clients and can be effectively supported by team members. Identify, plan and execute key operational improvements to enhance end-to-end customer experience.
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Analyze appropriate performance objectives and measures and make recommendations on opportunities or solutions to increase operational excellence and cost effectiveness. Monitor work plans and budgets.
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Demonstrate, develop, implement & sustain a high performance service culture consistent with the strategic direction.
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Sponsor/advocate/prime/participate in major change initiatives that contribute to the overall effectiveness of providing ‘Best in Class customer service.
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Manage and maintain relationships with numerous internal stakeholders to ensure coordination of support issues and excellent customer service.
Mandatory Requirements:
Meeting or exceeding all metrics in your current role for the last 3 months.
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Minimum of 1 year of proven experience as Team Lead or minimum of 1 year of proven experience as Operations Manager - Required
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No active 2 or 3 hints.
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Travel flexibility - Required
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Schedule flexibility- Required
Requirements:
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Strong understanding of the interdependencies within the service provisioning process.
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Knowledge of TELUS Health and the customer service industry is a strong asset.
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Knowledge of TELUS’ support processes and policies and customer care requirements.
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Possess a sound knowledge of the major functions of providing exceptional client service, including sales, complaint management, service provisioning, and technical support.
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Excellent client and team interpersonal skills Very strong communication skills (written & verbal); facilitation skills.
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Ability to develop highly effective relationships with all levels of management, peers, reporting staff, and customers.
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Good understanding of information technology and health technology systems to support business processes.
Qualifications:
- Leadership.
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Highly focused on operational discipline, sense of urgency and delivery of results.
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Experience in client-facing roles/scope of responsibilities.
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Creativity and innovation.
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High degree of interpersonal skills to establish and maintain effective working relationships with employees.
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Strong communication and social skills.
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Strong organizational skills.
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Ability to work under pressure and deliver results without sacrificing quality.
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Efficient decision-making and problem-solving skills.
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Proactive ownership and accountability.
Knowledge:
Knowledge of Google Workspace Sheet and Microsoft Excel.
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Advanced customer service.
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Advanced knowledge of call center operations.
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Advanced strategic planning.
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Financial acumen.
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Technical Support background desirable.
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TELUS programs product knowledge desirable.
Studies & Experience:
University Degree or +1 year of equivalent experience in a competitive, client service environment.
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Experience in leading process improvement teams or self-managed work teams
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Highly focused on coaching / high experience (Coaching certification) - Desirable
Salary: $60,000 - $75,000 CAD
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment , including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.
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