• Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account. 

• Drives for the optimal conduct of call center operations to meet service level agreements with Clients.

• Performs intraday management analysis.  Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.  

• Provides reports as required by Operations and Clients and submits them in a timely manner.

• May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.

• Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments.  Keeps abreast of Operations updates that impact intraday management of accounts.  Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations.

• Conducts regular performance evaluations sessions with direct reports.

• Prepares payroll data of direct reports and ensures accuracy and completeness of document.

Required skills + qualities (technical):

• Bachelor's Degree preferably with Math background

• Two (2) to three (3) years Workforce Management experience in a Supervisory capacity within the call center / customer service industry.

• Working knowledge of workforce management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring).  

• Prior knowledge of client specifics (i.e. nature of account, metrics) preferred.  

• Proficiency with MS Office applications (i.e. MS Word, Excel) as well as call center-specific software and applications (i.e. Baleen, BluePumpkin, CentreVu).

Required skills + qualities (non-technical):

• Good supervisory and people-management skills.  

• Time and project management skills.  

• Excellent oral and written communication skills.  

• Fluency in the English language.  

• Adaptive to changing work schedules and working hours.  

• Customer orientation.  

• Problem-Solving, Decision-Making, and Analytical skills.  

• Presentation skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first

• We embrace change and innovate courageously 

• We grow together through spirited teamwork 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.