Manager - Wireless Networks (Client Support and Services DevOps) in Burnaby, BC

$80K - $100K(Ladders Estimates)

TELUS Corporation   •  

Burnaby, BC V3J 1A1

Industry: Telecommunications & Hardware

  •  

Not Specified years

Posted 63 days ago

This job is no longer available.

Description

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 as well as the RF Analyst teams responsible for identifying and resolving Network related customer issues across BC. Working directly with RF Engineering teams as well as frontline Call Centre teams in relations 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 BC
  • Bring a vision for this team, enabling and equipping them for 5G and 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
  • Provide timely and effective feedback and act as a liaison and consultant for stakeholders who design and architect solutions and recommendations for Customer networks
  • Support responsiveness, Network Performance levels, Operating costs, Cycle Times, and customer satisfaction meet or exceed all targets and expectations in the assurance of TELUS' national network infrastructure
  • 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
  • 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



Qualifications

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 to 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
  • Spearhead the analysis of new opportunities and champion innovative (sometimes unpopular) ideas and solutions
  • 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

Great-to-haves

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


Valid Through: 2019-9-16