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TELUS Agriculture & Consumer Goods is a great place to work. You can see it in our team members. The diversity of the team and their unique contributions set us apart from the competition. Our success is based as much on our future friendly team as the innovative technology solutions we offer.
Our team members include people like you – enthusiastic, innovative, passionate and energetic. We believe that you’ll find our high-performance culture personally fulfilling, professionally challenging and financially rewarding.
Here’s the impact you will make and what we will accomplish together
TELUS Agriculture & Consumer Goods is leveraging our world-leading technology and innovation to create better producer-to-consumer outcomes. To do this, we are creating a unified, trusted and sustainable value chain that enables the most efficient production and logistics outcomes, while lowering the impact on the environment. We deliver actionable digital solutions and data insights that connect global supply chains, improving the safety, quality and sustainability of food and consumer goods, all in a way that’s traceable and clear to the end consumer.
We offer an unmatched suite of innovative solutions and purpose-built applications for every participant in the supply chain, from seed manufacturers and farmers through to grocery stores and consumer goods companies. Our solutions are comprised of the latest technologies that enable our customers to optimize their businesses and move goods through supply chains with more accuracy, efficiency and profit to get the right products to shelf, at the right time and at the right price, creating more sustainable production and consumption outcomes.
- As part of our Food, Beverage and Consumer Goods team, you’ll help our customers connect business processes and leverage data-driven technology for better visibility, agility and responsiveness. The purpose of this role is to lead the TPM Food Service in NA providing best-in-class support to clients that result in client retention and loyalty. The Client Support Manager directs and oversees all aspects of the NA TPM Food Service,
goals/objectives, and initiatives identifies areas to maximize employee performance and optimizes cross-departmental processes. Develops service
level standards focused on reducing response times and providing high client satisfaction. This role is an escalation point for clients and will resolve
escalations in a professional manner. The support analysts report directly to the Client Support Manager. This role works closely with Customer Success, Account Management, Account Management, Professional Services, and Product teams to ensure cross-departmental interaction is regular and efficient.
Here’s how
Team Leadership
● Develop and lead a strong team of Support staff with the right mix of skills. Identify and assist with any coaching and training requirements for members of the team to ensure they achieve their potential.
● You have responsibility for the operational effectiveness of the team and need to ensure agreed hours are appropriately covered. Review the hours of cover based on customer contact profiles and make recommendations regarding changes if required.
● Motivate and inspire the team, creating a strong team culture which will be reflected in excellent staff retention rates. Act as a point of escalation both for your team for their queries and concerns around technical items, major incidents, customer expectation setting and tailoring communications as well as from the wider business on specific issues.
● Identify any additional recruitment needs in the team across all roles writing a business case where necessary. Take responsibility for the entire process from working with the TAC Talent Acquisition Team to updating job descriptions through to making offers.
● Create and maintain a strong, targeted induction process for each role allowing new team members in the team to integrate, grow their knowledge and add value quickly. During a new starter’s first month carry out weekly probationary reviews and then monthly reviews thereafter.
● Delegate work appropriately and fairly. Support, motivate and encourage team members to achieve their goals aligned with organizational goals and objectives. Encourage team members to think and act independently where appropriate. Seek opportunities to provide them with new challenges and opportunities to develop.
● Carry out regular 1-2-1 check-ins with every team member, highlighting their wins, discussing their aspirations, concerns, and ideas.
● Set individual and team objectives in line with organizational objectives, carry out competency framework, talent mapping and succession planning activities.
● Recognize team members achievements not only within the team but also to the wider business through BRAVO recognition and where appropriate as a potential candidate for a larger TELUS recognition. Internal Stakeholders
● Build productive relationships with internal teams to ensure the customer’s Support experiences are used to shape future developments.
● Establish and maintain structured triage sessions where the results of investigations into customer raised issues can be discussed with the Product teams.
● Contribute analysis and ideas into focused sessions to improve processes such as those around bug management with production teams and department heads.
● Encourage and find ways for team members to present ideas and concerns around how our products are being used by customers to the right stakeholders. This can include the raising of bugs, support cases and change requests for product improvement as well as sharing details of ticket trends in Sprint Reviews.
● Explore and encourage opportunities for communication and collaborative working between other support teams at TAC overcoming any silo mentality.
Responsibilities/Processes
● Run regular stand-up session for all team members to cover activities as well as upcoming events, provide early oversight of ticket trends and highlight potential high priority incidents, share wins and celebrate achievements, provide motivation for the day ahead and ensure teamwork is excellent.
● Where necessary you’ll prioritize and allocate work to team members and remove blockers to help the team deliver on time.
● Provide regular KPI updates to the business. Analyze ticket volumes and trends over the previous week as well as over the medium and longer terms, share details and highlight items of note to specific stakeholders.
● Monitor key KPIs and SLAs for the team and key customers, ensuring that the team continues to achieve excellent results. Escalate where SLAs are at risk of failing or are falling over time.
● Organize, attend and contribute to ticket queue review and discuss how to move forward with stuck or especially challenging tickets. Ensure the sessions are effective, collaborative and facilitate knowledge sharing. Provide both technical direction and customer relationship guidance to team members.
● Ensure regular product specific team meetings are scheduled to review and summarize any high priority issues, discuss current and upcoming Sprint releases, share discoveries, highlight and talk through concerns, flag any customer specific changes and provide a forum for knowledge sharing.
● Own the internal Support knowledgebase (if available), providing access as needed to new team members.
● Take the lead with administration of Salesforce Service Cloud (when implemented).
● Support the successful management and handling of major incidents.
● Provide training and guidance to team members on when and how to apply our processes as well as providing direct support to any team member handling a major incident. individual wash-up sessions and to a major incident corrective action review.
● Attend and contribute to regular retrospective meetings, encouraging the discussion of ideas, concerns, challenges and achievements to agree actions for continuous improvement.
● Attend and contribute to regular meetings with other managers across the business, strengthening the peer network support through discussion and working through common challenges.
● Work collaboratively with others in the TAC Customer Support Leadership Team to ensure where possible common approaches, expectations, tools and terminology are set. with the intention that both external and internal customers interact equivalently with each Support team.
Account Reviews
● When asked, attend and present at quarterly review session sharing an update summary on activities undertaken on behalf of the client, identifying ways we can improve their use and adoption of our software and maintaining an excellent collaborative working relationship.
Responsibilities/Product Support
● Take on the duties of a Technical Support Advisor working on escalated tickets, investigating issues, raising bugs and support cases, stack ranking queues and participating in triage sessions and designated stand-ups.
● Become a Product Specialist with detailed knowledge of a subset of our software solutions and help build and maintain an internal Support Knowledge base used by the whole Support team to investigate and resolve software queries and issues.
● As a Product Specialist, be involved in various forums and feedback sessions to ensure product development and prioritization of bug fixing/maintenance is in line with customer needs.
● For escalated tickets that the first line team members are unable to resolve, carry out deeper investigation using a range of technical tools, liaising directly with customers if needed.
● Escalate issues to Test, Development or Infrastructure teams where necessary, liaising with these teams and the customer to identify issues and provide interim solutions or workarounds.
● Keep all Support records up to date with status and detailed notes, keep the customer and CSA informed as to progress.
● Monitor and ensure cases are actioned within agreed SLAs.
● Raise any necessary support cases and bugs to the development team with clear steps to reproduce and results of investigations.
● Maintain and improve personal knowledge of the products and services required to deliver the appropriate level of technical competency.
What you bring to this role
- Knowledge of CPG Business Best Practices as it pertains to TPM
- Technical aptitude and ability to learn software programs
- JIRA Software, Salesforce
- Knowledge of CPG Business Best Practices as it pertains to TPM
- Technical aptitude and ability to learn software programs
- JIRA Software, Salesforce
- Good at working with people
- Pro-active
- Completer-finisher who takes ownership of their tasks
FOR INTERNAL USE ONLY: Career Stream, Level – M3
Join us
Collectively, our talented team and integrated solutions uniquely position us to transform collaboration within the industry at a global level, empowering and connecting producers to consumers for a more efficient, sustainable future.
Everyone belongs at TELUS Agriculture & Consumer Goods. It doesn’t matter who you are, what you do or how you do it, at TELUS Agriculture & Consumer Goods, your unique contribution and talents will be valued and respected. Because the more diverse perspectives we have the more likely we are to crack the code on what our customers want and our communities need.
Do you share our passion for enabling remarkable human outcomes?
Together, let’s make the future friendly.
Accessibility
TELUS Agriculture & Consumer Goods 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.
