Join our team
The TELUS Health Customer Experience Strategy and Operations team delivers on transforming the health landscape, and improving patient outcomes for all Canadians.
The position reports to the Manager - Client Service Management, and is responsible for leading a customer facing team supporting our TELUS Health Electronic Medical Records solutions.
Here’s the impact you’ll make and what we’ll accomplish together
As a Team Manager - Customer Service THPS, you’ll support a team of front-line and second-level technical support analysts as they triage, diagnose, and resolve customer reported Electronic Medical Record issues. You will enable our customers - primary care practitioners - in the delivery of quality patient care by coaching and mentoring your team to achieve best in class customer service and ticket resolution results.
Foster a collaborative environment which focuses on delivering high levels of team member engagement
Support, coach, develop and mentor team members for both in role performance and next role career growth
Track and drive appropriate performance objectives and measures to support team member and customer satisfaction while maintaining operational excellence and cost effectiveness
Manage technical ticket escalation flow to ensure investigations are performed in a timely manner and that roadblocks to resolution are removed
Engender a culture of collaboration and consultative enablement with our business partners
Drive key initiatives and projects to enable team members to provide increasingly higher levels of service to our clients
Provide customer escalation support - manage client expectations to ensure they are in line with the contract; ensure contracted service commitments are being delivered
Act as Service Desk escalation point for Priority 1 & 2 production incidents
Responsible for attending THFS initiated conference calls until incidents are brought to a resolution
You're the missing piece of the puzzle with
1-3 years of equivalent leadership experience
Proven people leadership and relationship management skills
Proven track record of driving exceptional results and creating high-engagement cultures
A passion for continuous improvement, learning and growth, and a desire to deliver exceptional results
Bilingual French/English is a strong asset
ITIL Incident Management knowledge a benefit
Experience leading contact centre or digital health teams
A bit about us
Our business is connecting Canadians. Our social impact is using our world-leading technology to create meaningful change, give back to help communities thrive, and help those who need it most. When you join our team, you’re helping us make the future friendly. We’re committed to diversity and equitable access to employment opportunities based on ability — your unique contributions and talents will be valued and respected here.
TELUS Health is an IT leader in Canada that focuses on the health sector. Our mission is to improve the way information is being used along the continuum of care to better the health of citizens in Canada and in selected countries.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all personnel whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
Primary Location: CA-ON-Toronto
Other Locations: CA-ON-Ottawa, CA-QC-Montreal