Team Manager - Security Alarm Monitoring

Overview

Join our team. TELUS has entered the Smart Security and Automation (SSA) market in a big way – transforming an industry while we make our customers’ homes and businesses safer and bringing convenience and peace of mind to their lives. We are seeking an organized, outgoing, forward thinking and motivated individual to be a part of our Monitoring team within the Security Alarm Monitoring (SAM).

Our SAM team is responsible for the protection and saving lives on a daily basis through the response to Burglary, Fire, Medical and Panic/Hold up alarms among others. This environment is fast-paced with a high sense of urgency. Continuous transformation and ambitious projects happen every day. We value diversity, equity and inclusion, as well as differences of opinion, which we believe lead to better business outcomes.

You will be responsible for deployment of resources, coaching, performance management, hiring, and related leadership activities. You will liaise with external partners and internal departments, including Client Experience, Resource Strategic Planning, Training and Human Resources. This position requires people leadership skills, teamwork, innovative thinking, decision making, strong execution and technical skills.

• Responsible for supporting, coaching and developing a high-performing team
• Showcase team performance through tracking key performance metrics and using this information for recognition, planning and development
• Partner with multiple key stakeholders to fully support the needs of your team, fostering a collaborative team culture
• Manage performance and development, facilitate team meetings and resolve escalations
• Relationship management with internal and external stakeholders to ensure resolution and drive customer excellence
• Provide timely and complete resolution of escalated issues raised by team members, peers, and support personnel
• Participate in the on-call manager rotation and other management coverage as required
• Foster a collaborative environment focused on high levels of team member engagement
• Support, coach, develop and mentor team members for in-role performance and career growth
• Own team performance: drive objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
• Recruit and hire new team members and help define a proactive retention strategy
• Drive change and develop a team with a positive, can-do attitude as tools and processes evolve
• Be responsible for scheduling and training of your team
• Ensure day-to-day department responsibilities are met and priorities can shift to meet deliverables

• You have a deep passion for customers, people and resolving issues
• Proven track record of past performance, successes and achievements
• Outstanding communication skills to articulate vision and enable feedback
• Ability to develop highly effective relationships at all levels
• Ability to plan, organize and prioritize own time while working cost-effectively
• Analytical and problem-solving skills
• Excellent presentation skills and ability to translate service requirements effectively both verbally and in writing
• Ability to adapt quickly to change and provide change management guidance
• Passion for the community and bringing core values to the table

• Experience in a call center environment and people leadership experience
• Customer-focused approach, understanding that every decision impacts the customer and peers
• Bilingual (English/French) is an asset