Manager - Customer Service - TELUS Health
TELUS International
Montreal, QC, CA
21d ago

Description

Join our team! The TELUS Health Customer Experience team is passionate about delivering best in class customer service. The CE team provides customer service and technical support to primary care practitioners using TELUS Health EMR solutions across Canada.

Engaging our teams is the foundation of our culture and we are proud to invest in the development of our people as our winning strategy for success.

Here’s the impact you’ll make and what we’ll accomplish together!

As a Manager-Customer Service, you’ll support a group of front-line leaders managing teams of technical support analysts as they triage, diagnose, and resolve customer reported Electronic Medical Record issues.

You will enable our customers in the delivery of quality patient care by coaching and mentoring your team to achieve best in class customer service and ticket resolution results.

Here's how

  • Foster a collaborative environment which focuses on delivering high levels of team member engagement
  • Support, coach, develop and mentor team members for both in role performance and next role career growth
  • Track and drive appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
  • Drive key initiatives and projects to enable team members to provide increasingly higher levels of service to our clients
  • Provide customer escalation support - manage client expectations to ensure they are in line with the contract; ensure contracted service commitments are being delivered
  • Act as Service Desk escalation point for Priority 1 & 2 production incidents
  • Responsible for attending THFS initiated conference calls until incidents are brought to a resolution
  • Qualifications

    You're the missing piece of the puzzle

  • 3-5 years of equivalent experience
  • Undergraduate degree in Business or a related field
  • Proven negotiation and relationship management skills
  • Proven track record of driving exceptional results and creating high-engagement cultures
  • A passion for mentoring and developing people
  • Great-to-haves

  • Bilingual French / English
  • Understanding of ISO principles
  • ITIL Incident Management knowledge a benefit
  • Experience leading contact center or digital health teams
  • Experience leading remote teams
  • Who is TELUS? We're a high-performing team of individuals who collectively make TELUS one of the leading telecommunications companies in Canada.

  • Our competitive consumer offerings include wireline, wireless, internet and Optik TV™. We also deliver a compelling range of products and services for small, medium and large businesses;
  • and have carved out a leadership position in the health, energy, finance and public sector markets with innovative industry specific solutions.

    TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.

    Everyone belongs at TELUS. It doesn’t matter who you are, what you do or how you do it, at TELUS, your unique contribution and talents will be valued and respected.

    Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.

    Do you share our passion? At TELUS, you create future friendly® possibilities. At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

    Disclaimer : In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and / or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.

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