Supervisor, Contact Centre Operations, NZ

Lead, Contact Centre Supervisor

TELUS Health is empowering every person to live their healthiest life. Guided by our vision, we are leveraging the power of our leading edge technology and focusing on the uniqueness of each individual to create the future of health. As a global-leading health and well-being provider – encompassing physical, mental and financial health – TELUS Health is improving health outcomes for consumers, patients, healthcare professionals, employers and employees.

Lead, support, and develop a team that provides compassionate, efficient, and high-quality client interactions. They ensure that service standards, clinical and confidentiality protocols, and operational targets are consistently met while fostering a supportive environment that prioritizes staff wellbeing and professional growth. The supervisor monitors performance, provides coaching and feedback, manages escalations with sensitivity, and works collaboratively with other teams to ensure clients receive timely access to the right care. They play a key role in maintaining service quality, promoting a culture of empathy and accountability, and driving continuous improvement in processes and outcomes.

Key Accountabilities

Service Delivery Performance Management within KPIs for:

• CCR Team
• CCR Call Quality Audits

Employee Management:

• Performance Management
• Team Leadership
• Recruitment and Selection
• Technical Development of Required Skills
• Foster a Healthy and Positive Team Culture and Engagement to Company Targets

Reporting Metrics:

• Call Quality Reporting (SLA Metrics)
• Agent Productivity Reporting
• Complaints Reporting

Strategy:

• Execution of Defined Departmental Strategic Initiatives
• Systems, Process and Procedure Development
• Contribute to Development of Departmental Strategies
• Define Process Improvements

Technical Capability:

• Accuracy and Attention to Detail
• Team Collaboration
• Adhere and Comply to All Company Policies
• Proficient Use of Contact Centre Technology and Systems

Function Specific Accountabilities:

• Deliver Agreed SLA's Across CCR Service Team
• Continually Improve Team Performance Through Balancing Coaching, Training and Management Principles
• Ensure All CCRs Have Clear Development Plans
• As Required, Deliver Exceptional Customer Service Within the Company and Regulatory Guidelines
• Monitor and Identify Opportunities to Improve CAC Effectiveness
• Responsible for Team Compliance
• Responsible for Handling 2nd Level Escalations and Complaints

Customer:

• Provide Exceptional Customer Service to Internal and External Customers
• Adhere to SLA's and Regulatory Obligations
• Ensure That All Confidential Information Is Handled in Accordance with Company Protocols and Procedures Both Personally and Within the Team

Communication:

• Ensure All Contact and Interaction is of the Highest Standard Through All Communication Mediums
• Communicate Clearly and Appropriately to All Stakeholders in a Timely Manner

Qualification, Skills and Experience Required

• Higher School Certificate (or equivalent)
• Relevant qualifications in sales, business, health services related disciplines highly regarded At least 3 years' experience working within a contact centre, preferably in a supervisory role
• Sound understanding of wellbeing product / services
• Knowledge and understanding of call centre practices and systems
• Effective leadership and people management capabilities
• Previous experience in a leadership role
• Planning and organizational skills
• Effective negotiation skills
• Effective verbal and written communication skills
• Complaint management
• Analytical skills
• Excel, Word and PowerPoint skills

A Bit About Us

We're a people-focused, customer-first, purpose-driven team who works together every day to innovate and do good. We improve lives through our technology solutions and foster a culture of innovation that empowers team members to solve complex problems and create remarkable human outcomes in a digital world.

TELUS is proud to foster an inclusive culture that embraces diversity. We are committed to fair employment practices and all qualified applicants will receive consideration for employment. We offer accommodation for applicants with disabilities, as required, during the recruitment process.

The health and safety of our team, customers and communities is paramount to TELUS. Accordingly, we require anyone joining our TELUS Health Care Centres to be fully vaccinated for COVID-19.

By applying to this role, you understand and agree that your information will be shared with the TELUS Group of Companies' Talent Acquisition team(s) and/or any leader(s) who will be part of the selection process.