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Team Manager, National Accounts Operations Center


This is a Full-time position in Ottawa, ON posted February 21, 2021.

ADT by TELUS is part of the TELUS family, a world-leading communications and information technology company based in Vancouver with $14.6 billion in annual revenue and 14.2 million customer connections spanning wireless, data, IP, voice, television, entertainment, video and security.

TELUS has more than 25,000 team members from coast to coast.

Leveraging its award-winning networks to bring security and automation solutions to Canadians in Western Canada and Quebec.

Position Summary: Reporting to the Director NAOC, the Team Manager, National Account Operations Centre (Canada) is an integral member and contributor on the Customer Experience for National Accounts.

The Team Manager provides guidance for the teams including all dedicated national account coordinators, management specialists, service specialist, one touch VIP team, data, billing and collections teams as they support the National and Commercial accounts.

This key role takes ownership of the Customer Experience teams supporting National Account Operations Centre and all interactions with the customer, sales and other stakeholders.

It includes having process and technical knowledge of billing systems, alarm systems, CCTV, Access Control, and Fire Alarms nationwide.

The Team Manager will oversee the building and optimizations of process, reporting, and resolution of escalated customer service issues in accordance with SLA’s developed for the National Account Division standards.

Responsible for ensuring that all post installation support meets client expectations including staffing, service levels, and quality and productivity goals.

The Team Manager is also responsible for day to day scheduling, recruitment and support of the frontline customer experience teams.The role requires execution on ways to improve customer experience support through researching and recommending solutions to problems, enhancing policies and procedures, providing career development for the management staff and focusing on customer oriented practices and tools.

Duties and Responsibilities: Manage NAOC processes as outlined in the NAOC Playbooks in relations to Customer Service, to align to corporate standards of SLA’s.

Work with the Manager and Director of National Accounts to accurately forecast and manage target levels of service.

Analyze call offered statistics and call arrival patterns to ensure adequate staffing to ensure that established service levels in call handling, email processing are achieved.

Develop and build key roles in the National Operations Customer Service team.

Partner with customer and sales (as required) to meet/exceed customer SLA expectations Ensure that escalations and root causes to escalations are addressed and fixed promptly.

Analyze statistical reports and other documentation to identify trends and implement enhancements to overall performance.

Ensure customer satisfaction by researching, resolving and documenting customer concerns in relation to service issues.

Ensure all billing items and collections items are addressed to financially drive the National Account Operations centre, including accurate billing and reporting accordingly.

Develop and implement programs that enhance employee motivation and maintain a positive work environment.

Communicate and implement, through staff meetings or one-on-one counseling sessions, company and/or operations policies and procedures.

Assure month end closing deadlines are met in order for preparation for financial reports required by the company.

Communicate, implement and interpret technical support policies with other departments.

Education: Bachelor’s Degree in Business Aministration or similar Specialized college degree Experience: 2-5 years in team management Skills: Alarm industry experience preferred.

Experience in business process improvement.

Experience in multi-site human resources management, ideally at a national level.

In depth knowledge of all aspects of the profession (ex: delivery processes, personnel, project & budget management, customer satisfaction).

Computer literacy (ex: MS Office suite of products:Excel, Word, PowerPoint); proficient with word processing and spreadsheets.

Self-motivated and a professional attitude.

Excellent communication and listening skills.

Must possess good decision making skills, be very organized and detail oriented.

Ability to use discretion and problem analysis.

Ability to work effectively with others and a bility to work as part of a dynamic team and be flexible.

Ability and willingness to make key contributions to the growth of the business.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to effectively present information to top management and public groups.

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Ability to travel unrestricted on an occasional basis.

This position requires superb communication, strategic insight, influencing skills, and collaboration skills.

Join our team ADT by TELUS provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT by TELUS is committed to treating all people in a way that allows them to maintain their dignity and independence.

We believe in integration and equal opportunity.

Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

Please contact Human Resources at if you require accommodation.

We will work with all applicants to accommodate their individual accessibility needs.