Join our teamTELUS Business Customer Experience (BCX) team brings the power of smart technology to life for our business customers. We are seeking an inspiring Director of Operations to lead our Customer Service & Support Wireless Operations. This team plays the critical role of directly supporting the Wireless suite of services for our Small and Medium Business as well as our Enterprise customers. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer service and exceed expectations.DescriptionTELUS Business Customer Experience (BCX) team brings the power of smart technology to life for our business customers. We are seeking an inspiring Director of Operations to lead our Customer Service & Support Wireless Operations. This team plays the critical role of directly supporting the Wireless suite of services for our Small and Medium Business as well as our Enterprise customers. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer service and exceed expectations.Here's the impact you'll make and what we'll accomplish togetherReporting to the Vice-President, Customer Service & Support, you will lead a high-performing team dedicated to delivering a best-in-class customer experience across our Wireless Care and Repair portfolios. In this role, you will inspire and empower team members to drive transformational initiatives that enhance operational efficiency, elevate service quality, and create exceptional outcomes for our business customers.You will work closely with Operations, Sales, and Marketing partners to continuously evolve and transform critical areas of the wireless business. This includes leveraging AI capabilities to create more effortless customer experiences, advancing proactive support models, enabling sales and dealer channels during high-demand periods such as Black Friday/Cyber Monday, End-of-Quarter sales, and Boxing Day, optimizing operational processes, and driving cost transformation initiatives.This role calls for a dynamic and results-oriented leader with a strong track record of leading high-performing teams, fostering cross-functional collaboration,



and delivering meaningful business impact in a fast-paced environment.Responsibilities IncludeLead the day-to-day operational performance of the Business Contact Centre, ensuring delivery of exceptional customer experiences and achievement of key operational metrics including service levels, quality, productivity, and customer satisfactionDevelop and execute operational strategies that support the Wireless business portfolio, aligning resources and capabilities to evolving customer and business needsPartner cross-functionally with Operations, Sales, Marketing, and Network teams to drive continuous improvement initiatives, resolve customer pain points, and enhance end-to-end customer journeysLeverage data, insights, and AI-driven capabilities to improve customer experience, reduce customer effort, optimize workflows, and drive operational efficienciesLead, coach, and develop high-performing leaders and teams by fostering accountability, engagement, performance excellence, and career developmentOversee operational readiness and execution during critical business periods, including major product launches and high-volume sales events such as Black Friday/Cyber Monday and Boxing DayEstablish and communicate key operational KPIs and business performance insights to senior leadership, while driving transformational initiatives focused on process optimization, escalation reduction, and cost efficiencyQualificationsWhat YOU Bring5+ years of leadership experience in Contact Centre Operations, Customer Service, or related operational environments, with a strong focus on customer experience and business performanceProven ability to lead high-performing operational teams in fast-paced, customer-focused environments while driving accountability, engagement, and resultsStrong operational acumen with experience managing key performance metrics including service levels, customer satisfaction, quality, productivity,



and cost efficiencyDemonstrated success leading transformational initiatives and continuous improvement programs that enhance customer experience, optimize operations, and drive business outcomesExcellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organizationProven ability to navigate complex or high-pressure situations with sound judgment, agility, and a customer-first mindsetStrong analytical and presentation skills, including the ability to translate operational insights into executive-level recommendations; proficiency with GoogleWorkspace and operational reporting toolsYou're the missing piece of the puzzleWith your strong leadership & team management skills which enable you to lead a successful team in a high pressure, highly visible environmentYou are passionate about continuously enhancing the customer's perspective of TELUS Digital capabilities and deliverables and growing long term, sustainable relationshipsYou have an eye for business and advanced understanding of business practices and concepts relative to revenues, costs and profitsYou're a strategic thinker and have the capability to execute on deliverables in a creative mannerYou have excellent oral, written and presentation skills, with the ability to communicate at an executive levelWith your ability to work independently and get resultsYou can analyze and understand complex information and to develop clear and relevant communicationsYou are fluent in English and French (both spoken and written)Great-to-havesKnowledge and experience in the telecommunication industry and its end-to-end operationsUniversity degree in business, economics, engineering, information management or equivalent experienceInnovation-orientation and passion for building, operating, and transforming recent businessesAdvanced 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. #J-18808-Ljbffr

📌 Bilingual Technology Analyst Ii (Hybrid) (Mississauga)
🏢 Telus
📍 Mississauga