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Manager â€" Wireless Networks (Client Support and Services DevOps) Alberta

Vancouver, BC
Full Time
5 days ago

Create awesome experiences for our customers.

Join our team

The Wireless Networks and Services team delivers and maintains TELUS' world leading wireless networks. We love cutting edge technology and we make sure we bring the best of it to our customers. Our team is involved in wireless network planning from early conception through the build cycle all the way to performance optimization. We love solving coverage challenges, while bringing the most reliable and fastest speeds to our customers. We are advancing in our journey to bring 5G to Canadians, and it is this level of dedication which has earned TELUS the recognition of having the fastest LTE speeds in Canada and one of the overall fastest in the world.

Here's the impact you'll make and what we'll accomplish together

You will be managing the wireless customer support team responsible for identifying and resolving Network related customer issues across Alberta. Working directly with RF Engineering teams as well as frontline Call Centre teams to triage, troubleshooting and problem solving, this Client Support team plays a critical role as it is dealing with our number one priority: our customers.

Here's how
    •Lead the team responsible for the customer support of the wireless network in Alberta. Foster an innovative and collaborative culture by keeping the teams focused on the BU mission overall; to provide the best network experience for our customers Set and achieve business growth targets for focused KPIs •Collaborating with and influencing key partners across all wireless network teams to respond effectively to escalated technical related issues •Working collaboratively with stakeholders, to identify and define opportunities to streamline and transform our processes, systems and technologies •Establish critical relationships with the sales and dealers to provide support on wireless network issues and requirements •Apply Business Intelligence to incoming coverage requests, gathering requirements and working with different stakeholders to ensure successful response •Focused on being the Guardian of the Customer: Working with our other teams to ensure we reduce customer impacting outages and restore service to meet or exceed customer expectations and deliver best-in-class carrier grade service levels


You're the missing piece of the puzzle
    •Must have knowledge and understanding of Wireless Networks and cellular technology •Demonstrate excellent communication and interpersonal skills; ability to interface at all levels within the organization, including facilitation consultation, negotiation and influencing skills to impact decisions •Strong knowledge of business planning, project management and associated reporting •Advanced problem solving and risk management skills and ability to work collaboratively with other departments to resolve complex issues with innovative solutions •Able to build strong relationships internally and externally at all levels of management (including Directors and VP's) •Strong analytical skills, ability to think outside of the box •Known for bringing spirit of teamwork and collaboration to everything you do •Skilled in proactively seeking and initiating opportunities to positively impact the customer experience •Agile learner with the ability to operate at the intersections of big ideas and small details, thinking and doing, boldness and humility, leading and following •3+ years of experience in similar or related role •Bachelor Degree

    •Wireless network design or performance experience

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.
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