Telus
Description Position Overview A dynamic leadership role responsible for driving exceptional service delivery and community engagement within TELUS’s field operations team. This position plays a crucial role in supporting and empowering Field Technicians while ensuring superior customer experiences. Key Responsibilities Team Leadership & Development * Lead and mentor a team of Field Technicians, fostering a culture of excellence and continuous improvement * Develop and implement training programs to enhance technical skills and customer service capabilities * Monitor team performance metrics and provide constructive feedback for growth Service Excellence * Ensure consistent delivery of high-quality technical services that meet TELUS standards * Implement and maintain best practices for field service operations * Drive customer satisfaction through proactive problem-solving and service quality initiatives * Analyze service metrics and implement strategies for improvement Community Engagement * Build and maintain strong relationships with local community stakeholders * Coordinate community outreach initiatives and technical support programs * Act as a liaison between field operations and community partners * Champion TELUS’s community-first approach in service delivery Operational Management * Manage operational budgets and resource utilization * Ensure compliance with safety protocols and industry regulations * Coordinate with cross-functional teams to improve service delivery Qualifications Required * 5+ years of experience in telecommunications or related field service operations * Proven leadership experience managing technical teams * Strong understanding of telecommunications technology and industry trends * Excellence in customer service and community relations * Advanced problem-solving and decision-making abilities Preferred * Experience with field service management software * Bilingual capabilities (English/French) * Project management certification Skills * Outstanding communication and interpersonal abilities * Strong organizational and time management skills * Analytical thinking and data-driven decision making * Crisis management and conflict resolution expertise * Ability to thrive in a fast-paced, dynamic environment This position offers an exciting opportunity to make a significant impact on both service delivery excellence and community engagement while leading a team of skilled professionals in TELUS’s field operations. Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position’s main responsibilities given its national scope.
