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Manager Operations, Custom Deployment Center

Telus Communications Company

This is a Contract position in Fort Saskatchewan, AB posted April 27, 2021.

Join our team TELUS has become the 1 market leader in the Smart Security & Automation industry in Canada, transforming the way we bring convenience and peace of mind to our customers’ lives.

The TELUS Custom Security & Systems (TCSS) team is bringing the power of our smart-technology and automation to life by standardizing and expanding our national capabilities and providing custom solutions for both our customers’ homes and business.

As we grow, we continually strive to improve and are looking for an analytical, dynamic team player with a passion to drive continuous improvement, to be a part of our team and help bring the power of smart-technology to life for our customers.

Here’s the impact you’ll make and what we’ll accomplish together Joining our TELUS Custom Security Systems (TCSS) team, you will play a critical role in leading our Custom Deployment Centre focused on our TCSS field delivery model across Canada.

You’ll partner with a cross-functional field teams within TCSS, Business Security, Customer Service Excellence, Field Services, Business Transformation and Technology Strategy to bring our vision to reality.

We are a team of professionals dedicated to driving exceptional growth of TELUS Smart Security and Automation, while offering the best customer and team member experience in Canada.

Our common goal is the growth and transformation of the Custom security industry while delivering incredible value for TELUS and its customers.

Our team members embrace change and initiate opportunity, and our best work emerges in a dynamic, fast paced, and growth-oriented environment.

Here’s how In this role you will advance our performance driven culture and team engagement through an engaging leadership style that includes the ability to coach, influence and collaborate while promoting a dynamic workplace.

You will be responsible for supporting daily deployment operations, meeting SLA’s and a focus on delivering the highest level of service.

Through a high pace call center environment, you will be held to metrics while maintaining a strong customer first focus while ensuring efficiency in our operations.

People Management – Provide Coaching, direction and leadership to frontline Managers Implement and track appropriate performance objectives and measures to support the team and customer expectations while maintaining operational excellence Proactively observe and report real time call drivers that impact customer delivery time Design and launch quality program within the Custom Deployment Centre to drive performance and customer expectations.

Present findings and recommendations, facilitate workshops, set-up governance structures and negotiate or influence key decision makers Measure and report on KPI’s within the Custom Deployment Centre Business performance reporting and coach front line managers to take corrective action and implement performance improvements Helping push digitization of the customer experience through automation, proactive assurance and self-serve opportunities Partnering across TELUS and with external organizations to capitalize on leading edge technologies industry best practice You’re the missing piece of the puzzle Excellent interpersonal and communication skills (verbal, written, presentation) including the development of executive reports and presentations Ability to influence and negotiate at all levels of management including cross functional teams and senior executives Strong business acumen, analytical and problem solving skills as well as experience managing multiple initiatives and changing priorities Ability to work effectively with cross-functional stakeholders from all levels Demonstrated commitment to supporting a high-performing and results-driven team Passion for learning and sharing of knowledge Ability to embrace change and adapt team strategy and redirect focus to fit business strategy Demonstrated strategic planning and facilitation skills Ability to create deliverables that can be used with an executive level audience Advanced knowledge of MS Excel, PowerPoint and similar Google tools Understanding of Smart Home Security & Automation products and business model is an asset Great-to-haves Post-Secondary Degree and 3-5 years’ relevant experience in Call Centre environment Entrepreneurial approach to getting results delivered Broad organizational/industry knowledge Experience in security solutions for large, complex commercial sites A bit about us Our business is connecting Canadians.

Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most.

When you join our team, you’re helping us make the future friendly.

We’re committed to diversity and equitable access to employment opportunities based on ability —your unique contributions and talents will be valued and respected here.