Bilingual Supervisor Critical Incident Services

at  Telus Health

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.
The Critical Incident Services Supervisor oversees the day-to-day performance and operations of Critical Incident Coordinators. The focus of the supervisor is to ensure high degree of customer service towards corporate clients and the provider network. The supervisor is actively involved in ensuring the tasks are completed and that service levels are met. This is primarily a People Management role. In this role, the Supervisor will engage in all typical aspects of employee life-cycle and performance management, in addition to engaging in CI Leadership meetings and projects. The CI Supervisor ensures the Team is performing well today, and works with Management to ensure the Team has the resources they need to continue to perform well as the Critical Incident Service/Team evolves.

What you’ll do

• Lead a fully remote team, involving all aspects of employee life-cycle and performance management;
• Interviewing/Training/onboarding new hires;
• Accountability for the engagement and performance of the CI Coordinator Team;
• Identify process improvement opportunities and support the evolving service delivery model;
• Collaborate with our Quality Assurance Team in the investigation & outcome of Quality-related concerns;
• Collaborate with our WFM Team to ensure the Team is staffed according to changing Business needs;
• Answer questions from external teams (e.g. CR, CAC, CSM, R3 Provider);
• Ensures audit process is in place for billing, information compiled and sent to customers;
• Answer questions from Coordinators
• Participate in Leadership discussions, projects, and team meetings;
• Discuss performance with Coordinators against performance metrics & expectations on a regular cadence;
• Deliver year-end performance evaluations for team members;
• Support development and coach employees within TELUS Health’s values.

Scheduling Commitment

• Team scheduling spans the hours of 7:00am-11:00pm, 7 days a week, 365 days a year
• Standard Monday-Friday schedule with ability to work occasional evening shifts, weekends, & holidays, as assigned;
• Flexibility to adjust schedule based on Team & Business Needs

What you bring

• Natural leadership ability to engage and lead the team to success;
• Experience working in a call centre environment;
• Experience managing multiple projects and meeting deliverables;
• Capacity to work with different stakeholders at various levels;
• Ability to work in a high stress and fast-paced environment;
• Experience generating and presenting monthly KPI and SLA reports to senior leadership;
• Positive, can-do attitude, embracing change as the Team pivots procedure to meet the changing needs of our Customers;
• Eager to learn and acquire new skills;
• Eager to participate in new projects;
• Greets every problem by brainstorming a new, creative solution;
• Bilingual in French and English.

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.
Disclaimer: In accordance with the TELUS Health Solutions Data Center Security Policy, as a condition of employment, all team members whose job functions require they work at a Data Center and/or have access to detailed knowledge of technology related to client service delivery, are subject to a Personnel Security Screening conducted through the Government of Canada.
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.
Note for Quebec candidates: if knowledge of English is required for this position, it is because the team member will be asked, on a regular basis, to interact in English with external or internal parties or to use English applications or software as part of their tasks.
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

• Lead a fully remote team, involving all aspects of employee life-cycle and performance management;
• Interviewing/Training/onboarding new hires;
• Accountability for the engagement and performance of the CI Coordinator Team;
• Identify process improvement opportunities and support the evolving service delivery model;
• Collaborate with our Quality Assurance Team in the investigation & outcome of Quality-related concerns;
• Collaborate with our WFM Team to ensure the Team is staffed according to changing Business needs;
• Answer questions from external teams (e.g. CR, CAC, CSM, R3 Provider);
• Ensures audit process is in place for billing, information compiled and sent to customers;
• Answer questions from Coordinators
• Participate in Leadership discussions, projects, and team meetings;
• Discuss performance with Coordinators against performance metrics & expectations on a regular cadence;
• Deliver year-end performance evaluations for team members;
• Support development and coach employees within TELUS Health’s values