About the role

Team Manager managing day-to-day operations for TELUS Health solutions while ensuring performance metrics achievement. Leading, coaching, and developing team members in a customer-focused environment.

Responsibilities

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

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, familiarity with healthcare or EMR systems

Comprehensive total rewards package highlighting competitive salary and bonus structures
Minimum 3 weeks of vacation
Flexible benefits plan to meet the needs of you and your family
Flexibility to work in-office, virtually or a combination of both
Generous company matched pension and share purchase programs
Opportunity to give back to communities in which we work, live and serve
Career growth and learning & development opportunities to develop your skills
And much more …