Bilingual Technology Analyst II (Hybrid)

LifeWorks, Inc. • $57K — $105K *
Mississauga, ON L4T 0A1Hybrid
Telecommunications & Hardware
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5+ years of leadership experience in Contact Centre Operations or Customer Service environments
  • Demonstrated ability to lead high-performing teams in fast-paced, customer-centric settings
  • Strong experience managing critical operational performance metrics
  • Proven success in leading transformational initiatives and process improvements
  • Excellent communication skills for effective stakeholder engagement
  • Ability to navigate complex situations with sound judgment and agility
  • Proficient in analytical and presentation skills with tools like Google Workspace.

Responsibilities

  • Lead daily operations of the Business Contact Centre ensuring exceptional customer experience
  • Develop operational strategies aligned with evolving customer and business needs
  • Collaborate across teams to drive improvements in customer experience
  • Utilize data and AI insights to streamline workflows and reduce customer effort
  • Coach and develop high-performing teams promoting accountability and engagement
  • Oversee operational readiness during key business events like product launches
  • Communicate operational KPIs and insights to leadership and drive process optimization.

Benefits

  • Comprehensive rewards package including competitive salary and bonuses
  • Minimum 3 weeks of vacation and flexible benefits plan
  • Option to work in-office, virtually, or hybrid
  • Generous company matched pension and share programs
  • Opportunities for community engagement and giving back
  • Career growth and learning development programs available.
Full Job Description
Description

Responsibilities Include:

  • Lead the day-to-day operational performance of the Business Contact Centre, ensuring delivery of exceptional customer experiences and achievement of key operational metrics including service levels, quality, productivity, and customer satisfaction
  • Develop and execute operational strategies that support the Wireless business portfolio, aligning resources and capabilities to evolving customer and business needs
  • Partner cross-functionally with Operations, Sales, Marketing, and Network teams to drive continuous improvement initiatives, resolve customer pain points, and enhance end-to-end customer journeys
  • Leverage data, insights, and AI-driven capabilities to improve customer experience, reduce customer effort, optimize workflows, and drive operational efficiencies
  • Lead, coach, and develop high-performing leaders and teams by fostering accountability, engagement, performance excellence, and career development
  • Oversee operational readiness and execution during critical business periods, including major product launches and high-volume sales events such as Black Friday/Cyber Monday and Boxing Day
  • Establish and communicate key operational KPIs and business performance insights to senior leadership, while driving transformational initiatives focused on process optimization, escalation reduction, and cost efficiency


Qualifications

What YOU Bring:

  • 5+ years of leadership experience in Contact Centre Operations, Customer Service, or related operational environments, with a strong focus on customer experience and business performance
  • Proven ability to lead high-performing operational teams in fast-paced, customer-focused environments while driving accountability, engagement, and results
  • Strong operational acumen with experience managing key performance metrics including service levels, customer satisfaction, quality, productivity, and cost efficiency
  • Demonstrated success leading transformational initiatives and continuous improvement programs that enhance customer experience, optimize operations, and drive business outcomes
  • Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively across all levels of the organization
  • Proven ability to navigate complex or high-pressure situations with sound judgment, agility, and a customer-first mindset
  • Strong analytical and presentation skills, including the ability to translate operational insights into executive-level recommendations; proficiency with Google Workspace and operational reporting tools


You're the missing piece of the puzzle

  • With your strong leadership & team management skills which enable you to lead a successful team in a high pressure, highly visible environment
  • You are passionate about continuously enhancing the customer's perspective of TELUS Digital capabilities and deliverables and growing long term, sustainable relationships
  • You have an eye for business and advanced understanding of business practices and concepts relative to revenues, costs and profits
  • You're a strategic thinker and have the capability to execute on deliverables in a creative manner
  • You have excellent oral, written and presentation skills, with the ability to communicate at an executive level
  • With your ability to work independently and get results
  • You can analyze and understand complex information and to develop clear and relevant communications
  • You are fluent in English and French (both spoken and written)


Great-to-haves:

  • Knowledge and experience in the telecommunication industry and its end-to-end operations
  • University degree in business, economics, engineering, information management or equivalent experience
  • Innovation-orientation and passion for building, operating, and transforming new businesses


Advanced knowledge of English is required because you will on a regular basis interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.

Salary Range: $57,000-$105,000

Performance Bonus or Sales Incentive Plan: 10%

Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise. TELUS offers rewarding benefits, which may vary per job function, such as:
  • Comprehensive total rewards package highlighting competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your family
  • Flexibility to work in-office, virtually or a combination of both, based on the role's requirements
  • Generous company matched pension and share purchase programs
  • Opportunity to give back to communities in which we work, live and serve
  • Career growth and learning & development opportunities to develop your skills
  • And much more ...


Job Type: This is for a current vacancy

About LifeWorks, Inc.

LifeWorks, Inc. Careers

Joining LifeWorks, Inc. presents an unparalleled opportunity to become part of a leading team dedicated to professional growth and innovation in the industry. LifeWorks, Inc. is renowned for its commitment to excellence and a culture that fosters diversity and leadership.

Explore Job Opportunities

LifeWorks, Inc. offers a variety of job opportunities that cater to a range of skills and professional interests. Whether seeking an entry-level position or a more senior role, LifeWorks, Inc. provides a platform for career advancement and personal development.

Internship Programs

Embark on a professional journey with LifeWorks, Inc. through its dynamic internship programs. These opportunities allow individuals to gain hands-on experience, enhance their resumes, and develop essential skills in a real-world setting. Internships at LifeWorks, Inc. are a stepping stone to full-time employment and a flourishing career.

Professional Growth and Benefits

LifeWorks, Inc. is dedicated to the professional growth of its team members, offering extensive training and development programs. Employees enjoy comprehensive benefits that support both their professional and personal lives, ensuring a well-rounded employment experience.

Inclusive Culture and Diversity

The company prides itself on a workplace culture rooted in diversity and inclusion. LifeWorks, Inc. believes that a diverse team inspires innovation and enhances problem-solving capabilities. Through diversity training and inclusive hiring practices, LifeWorks, Inc. ensures that all team members have the opportunity to contribute and succeed.

Networking and Leadership Development

LifeWorks, Inc. encourages its employees to engage in networking and leadership development activities. These initiatives are designed to build strong professional networks and develop the leadership skills necessary for career advancement within the company.

Innovation at LifeWorks, Inc.

At the forefront of innovation, LifeWorks, Inc. continually seeks to implement cutting-edge solutions and services. The team at LifeWorks, Inc. is composed of dedicated professionals who bring creativity and expertise to every project, driving the company's success in a competitive market.

Hiring Process

The hiring process at LifeWorks, Inc. is designed to identify and attract top talent. Candidates undergo a thorough interview process that assesses their skills, cultural fit, and potential for growth within the company. LifeWorks, Inc. values transparency and communication, ensuring that all applicants receive timely updates and feedback.

Career Opportunities Await

LifeWorks, Inc. is actively hiring and looking for motivated individuals who are ready to take their careers to the next level. Explore the open positions and find where your skills and passions align with the needs of LifeWorks, Inc.

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LifeWorks, Inc. is not just a company; it's a place where careers are nurtured, and futures are built. Join the team and be part of a community that values hard work, creativity, and a commitment to excellence.
Learn more about LifeWorks, Inc.
Industry
Healthcare
* Ladders Estimates

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