Join our team
We are the Customer Delivery Operations Enablement engine that supports the field and network team members through exploration, innovation and fanatic discipline to drive implementation, field delivery and network support. We create superior customer experiences, reliability and growth in our customer base via our TELUS solutions, current and future.
In this exciting Director - Resource Strategy Development role, you'll be responsible for defining and implementing the resourcing strategies to ensure we offer our customers an outstanding in-home customer experience. This means providing customers with the appropriately skilled field technician at the right place and the right time to set up or repair their Future Friendly Home solutions. You will work with the leaders of our TELUS technicians and partner technicians to wow our customers while maximizing the utilization of each and every technician. This role is instrumental to delivering on our customer commitments, fueling the growth of our subscriber base, and driving wireline profitability.
You are a dynamic, hardworking, and driven leader with a proven track-record of business planning, delivering operational performance and leading large cross-functional teams. You will play a leadership role in the planning and execution of field transformational plans and operational efficiency programs, as well as leading and supporting a team in new process design and continuous process improvements. Here's the impact you'll make and what we'll accomplish together
•Build long term workforce plans to ensure our labour supply keeps up with ever-changing customer demand
•Define and implement new resource strategies to optimize for both customer experience and cost efficiency
•You'll help design and develop future systems and process improvements that will enable our field workforce to adapt to changing customer needs and new services including telecom, entertainment, home security, and health
•Partner with Field General Managers and their teams in driving operations excellence and labour efficiency for our TELUS field workforce
•Work closely with the leadership of our field partner workforces to ensure they can provide reliable and effective labour pool to augment our TELUS workforce
•You'll be accountable for key performance indicators such as appointment availability service levels (aka Next Available Due Date) and report on results to the Home Solutions Marketing and Customer Solutions Excellence leadership teams
•Collaborate with and influence key partners across all Consumer Wireline business units to execute and remove roadblocks on initiatives with high complexity and/or business impact
•You will develop a strong vision, set direction and encourage your team to establish an inspiring culture that can rise to any challenge and opportunity that arise Qualifications: You're the missing piece of the puzzle
•Recognized for your effective communication skills, you are comfortable presenting to executive management, and leading multi-disciplinary, cross-functional teams in a matrix structure
•Known for your long term focus and thinking through the end to end value chain and keeping the customer focused view
•With a knack for strategic and innovative design thinking, crafting and sharing new ways of doing things, and not replicating the past
•An inspirational leader, with a track record in inspiring change into the other parts of the business, and partner teams
•Known for your passion about our customers and our efficient delivery and support of our high performing and reliable services
•Experience in workforce planning and resource management methods, principles and practices as well as program management methods
•Effective at leading multi-disciplinary and cross functional teams in a matrix structure Experience and education
•Bachelor's or Master's degree in Business, Computer Science, or Engineering, or equivalent education and/or experience
•Minimum of 7 to 10 years of leadership experience in a senior management position, including leading geographically dispersed/virtual teams
•Track record in delivering on objectives on time, quality and cost frameworks What We Give Back to You
•Opportunities to excel and show your stuff: work on high value and high visibility projects
•Flexible work styles with the ability to work in and out of the office
•Work in an organization that actively supports your personal development with leading edge training and development tools, and focuses on giving back to the community you live in
•A place that embraces our core values: Spirited team work, Courage to innovate, Embrace change and Initiate opportunity and a Passion for growth 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.
Management and Executive