Remote Customer Service Supervisor Jobs in Quebec

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.

En tant que membre d'une equipe devouee et professionnelle, vous fournirez des services aux clients et aux participants concernant l'administration de regimes de retraite a prestations determinees. Les candidats selectionnes offriront des services professionnels de haut calibre a nos clients et a leurs participants, en francais et en anglais. Vos diverses responsabilites vous permettront de mettre a profit vos competences analytiques au quotidien et de vous epanouir dans une carriere stimulante.
As part of a dedicated, professional team, you will be providing services to clients and members with respect to defined benefit pension plan administration. The applicants selected will provide high-calibre professional service to our clients and their plan members, in French and English. Your various responsibilities will allow you to use your analytical skills on a daily basis and to flourish in a stimulating career

Faire partie de notre equipe, c'est :

• Travailler au sein d'une equipe dynamique
• Evoluer grace a des mandats et des projets stimulants
• Beneficier d'opportunites de carriere pour le developpement professionnel
• Travailler en mode hybride, au bureau et a domicile, ou entierement a distance
• Beneficier d'un horaire flexible et d'un programme complet d'avantages sociaux

Vos responsabilites

• Effectuer des appels plus complexes/delicats aupres des participants concernant leurs regimes de retraite.
• Traiter les demandes des participants et des clients et effectuer le suivi approprie par courriel ou telephone.
• Repondre aux demandes des participants necessitant une analyse plus approfondie (niveau 2).
• Agir a titre de personne-ressource et offrir soutien et formation au personnel du Centre d'appels.
• Saisir les informations des clients a l'aide de nos bases de donnees et systemes d'information internes.
• Examiner rapidement les documents et les dossiers et repondre aux questions de nos clients et participants.
• Contribuer a la preparation des rapports mensuels et trimestriels.
• Mettre a jour notre base de donnees.
• Effectuer toutes autres taches connexes.

Qualifications essentielles

• Diplome d'etudes collegiales en administration de bureau ou l'equivalent
• Bilinguisme et tres bonnes competences en communication, tant a l'oral qu'a l'ecrit.
• Tres bonnes competences en communication orale et ecrite
• Bonnes competences en service a la clientele
• Bon esprit d'equipe et capacite a travailler sans supervision
• Capacite a travailler dans un environnement informatise et maitrise de Microsoft Excel et de la suite Microsoft Office
• Souci du detail avere, initiative et excellentes competences organisationnelles et analytiques
• Experience dans l'administration de regimes de retraite, un atout.

Being part of our team means

• Working with a dynamic team
• Growing through stimulating mandates and projects
• Having career opportunities for professional development
• Working in a hybrid mode, in the office and from home or fully remote
• Enjoying a flexible schedule and a comprehensive benefits program

Your responsibilities

• Make calls that are more complex/delicate to plan members regarding their pension plans.
• Handle requests from plan members and clients and do appropriate follow-up by email or phone.
• Respond to plan members requests that require a deeper analysis (tier 2).
• Act as a resource person and provide support and training to Call Centre staff.
• Input information from clients using our internal data bases and information systems.
• Promptly examine documents and case files and respond to questions from our clients and plan members.
• Help prepare monthly and quarterly reports.
• Update our database.
• Perform other related tasks.

Core Qualifications

• College diploma in office administration or the equivalent
• Bilingualism and very good communication skills, both spoken and written.
• Very good oral and written communication skills
• Good customer service skills
• Good team spirit and ability to work without supervision
• Ability to work in a computerized environment and proficiency in Microsoft Excel and Microsoft Office suite
• Proven attention to detail, initiative, and excellent organizational and analytical skills
• Experience in pension plan administration an asset.

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.

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.