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Senior Strategy Manager – Contact Center Service Design

Burnaby, BC
Full Time
9 days ago
Contact center strategy and service evolution.

Join our team

Broadband Networks Partner Management team is a highly engaged, data driven, consistently successful team accountable for forming strategy that drives value from outsourced field and contact center services by building strategic outsourcing partnerships. On a daily basis we balance being the advocates for our customers and external partners simultaneously.

We are looking for multi-faceted strategic thinker to join our high-performing, dynamic and collaborative team. Our team offers leadership development, direct access to multiple VP groups, and access to a broad range of business challenges and opportunities. Our goal is to provide lifetime value for our Partners, TELUS and our customers.

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

As the Senior Strategy Manager responsible for contact center outsourcing service design, you will be at the forefront of evolving TELUS' contact center strategy.

To do this, you will engage stakeholder organizations from across TELUS to understand our emerging wireline and wireless product suite and service needs, engage our major incumbent vendors to understand their capabilities and then facilitate new successful outsourcing relationships to deliver those products and services.

As the quarterback for new service delivery by our contractor organizations, you will personally enable the growth of TELUS' top line revenue through the successful contractor-enabled call center services to nation-wide TELUS customers for new products such as our home security offerings, while enabling bottom line results through savvy negotiation of delivery terms.

Here's how
    •Establish and build strong working relationships with the leadership in our partner organizations, understanding their capabilities and abilities to unlock new service opportunities for TELUS •Act as the glue that pulls together end-to-end service delivery design and enablement by our 3rd party vendors; this will include engaging TELUS subject matter experts, translating emerging needs into procurement artifacts such as request for proposals (RFPs), conducting vendor negotiations to establish new terms of service and compensation, designing contract language and quarterbacking readiness activities such as training and communications •You are a curious learner with strong business acumen who thrives on exploring complex business processes, building stakeholder relationships, and ultimately influencing decisions with sound judgment •You are a multi-faceted strategic thinker responsible to analyze and communicate how service changes impact aspects of contact center operations such as service levels, resource planning, contractual agreement, and ultimately TELUS financials •You are a highly collaborative communicator who will actively consult stakeholders on how decisions impact aspects of operations, with ultimate goal to foster informed decisions that maximize TELUS benefits •You are comfortable presenting and discussing recommendations with TELUS leadership team; you have excellent verbal and written communication skills and are able to keep leadership engaged by focusing on key message •You will play integral role in rallying stakeholders across our partner management team on operational/risk mitigation plans, and also guide external partner organizations on implementation


You're the missing piece of the puzzle
    •7+ years of strategic consulting experience or progressive roles in multi-business unit strategy •5+ years of experience with contact center operation and management •5+ years of experience in program and/or change management •Strong verbal and written communication skills •Proven leader in your field for collaboration and creative problem solving •Advanced MS Excel and MS PowerPoint skills •University degree in Business, Engineering, or the Sciences that informs a structured approach to problems that includes decomposition, brainstorming solutions and business casing •As a structured and detail-oriented individual who embraces change and innovation, you are able to compose and maintain robust project plans •Leveraging your strong communication skills, you are able rally your team mates and facilitate negotiation of win-win contract arrangements, then proactively coordinate action to deliver new services on-time and in a cost effective manner, with high quality outcomes
    •Experience working closely within the TELUS CE organization •Prior experience in wireline telecommunications, field service delivery, product design, negotiations, contract design, vendor management and/or training design and facilitation •Master's degree in Business Administration (MBA)
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