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Manager - Wireless Networks (Client Support and Services DevOps) Alberta

Vancouver, BC
Full Time
6 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 AB. 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
    •Drive engagement, performance and development amongst the Client Support team in AB
    •Bring a vision for this team, enabling and equipping for the future of wireless
    •Manage team to achieve trouble ticket response targets, scheduled and ad hoc drive testing requirements, escalated technical related client service issues
    •Provide guidance, business and technical support to ensure proactive and reactive network operations, administration and maintenance functions meet or exceed all targets and expectations
    •Apply Business Intelligence to incoming coverage requests, gathering requirements and working with Sales teams and other stakeholders to ensure successful delivery
    •Improve the effectiveness and efficiency of work for customers and team members in the areas of service assurance, delivery, fulfillment or provisioning
    •Oversee and support the implementation of strategic customer installations, ensuring operational readiness in terms of team member levels, skills, tools, and processes that will guarantee high levels of customer satisfaction, network performance and business benefit
    •Build and sustain solid TELUS/Vendor and TELUS/Contractor partner relationships and complement processes which effectively support our customers and our business
    •Key focus on being Guardians 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
    •Strong knowledge and understanding of Wireless Networks and cellular technology
    •Strong knowledge of business planning, project management and associated reporting
    •Must be able to effectively mediate complex, high risk or sensitive issues or situations impacting TELUS brand, media and customers
    •Good understanding of Labour Relations and how to deal with a unionized workforce
    •Ability to manage assigned resources and capable of developing team's personal performance development through mentoring and performance feedback
    •Thinks "out of the box" and encourages others to do so
    •Demonstrated ability to quickly assess problem situations and make rational decisions
    •Capable of quantifying risks and opportunities on projects and developing a cost/benefit analysis for risk mitigation and to take advantage of opportunities
    •Able to effectively communicate through creation of presentations and emails that concisely convey key messages
    •Bachelor's degree in Engineering, CS, Sciences or Business

    •3+ years of RF engineering experience, Network Performance and/or Wireless client support related experience
    •3+ years of technical team leadership 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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