Team Manager – Client Care (Cantonese/Mandarin) – Burnaby – Telus


Are you ready to explore this career opportunity with one of Canada’s top employers?

We’re looking for a leader. No ordinary leader, but one that can inspire, coach and develop team members, drive sales and ensure our clients always have an exceptional experience. You will be part of a national team, leading a diverse team of customer service representatives who support our Cantonese, Mandarin and English customer base in a fast-paced call centre environment.

The Chinese Language team is responsible for end to end resolution of customer requests such as installation, general & billing inquiries, account modification, moves, cancellations, repair and troubleshooting. You will also work collaboratively with other frontline teams: Customer Solutions Delivery (CSD), Direct-to-Customers (D2C), Dealers, to champion customer experience excellence.

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

You will be responsible for deployment of resources, coaching, performance management and hiring to name a few for the Chinese Language team. You will liaise with several internal departments, including Client Experience (CE), Training, Strategic Planning, National Operations, and Human Resources (HR). In this role you will bring your people leadership skills, team work, innovative thinking and strong execution skills.

Here’s how
People Management: Provide day-to-day coaching, direction and leadership to the Chinese frontline team members, includes real time management of resources, performance management and development, facilitating team meetings
Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
Identify, plan and execute key operational improvements to enhance our Chinese customer experience
Relationship Management: Manage and maintain relationships with internal stakeholders to ensure coordination of support issues and excellent customer service
Mentor, coach and develop team members to achieve higher levels of performance and job mastery
Provide timely and complete resolution of escalated issues and concerns raised by team members, peers and or support person
Participate in the on-call manager rotation and other management coverage for the team

You’re the missing piece of the puzzle
Sound knowledge of the major functions of providing exceptional customer service to our Chinese customers, including sales, service provisioning, technical support and complaint management
Must speak Cantonese and/or Mandarin fluently
Ability to develop highly effective relationships at all levels
Demonstrated ability to lead, train, coach and motivate a team
Proven leadership skills with previous management/supervisory experience in a customer service environment
Ability to interpret performance data and generate innovative solutions Strong PC skills: Microsoft (MS) Office, Google G-Suite, e-mail
Possess excellent presentation skills and the ability to translate service requirements effectively both verbally and in writing
Excellent organizational and multitasking skills; ability to coordinate a variety of activities
Demonstrated ability to adapt quickly to change and provide change management guidance to others
Valid class 5 driver’s license and access to a vehicle
Post-secondary education like a Business Administration degree and/or 3 to 5 years of experience in a competitive, client focused environment
Ability to read and write simplified and/or traditional Chinese
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.

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.
Primary Location: CA-BC-Vancouver
Schedule: Full-time

Apply now

Our industry and COVID-19

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