Bilingual People & Culture Specialist (Ask-People & Culture)

TELUS • Montreal, QC

19h

About The Position

Ready to leverage your customer focus and problem-solving skills to support core components of TELUS’ People & Culture? At TELUS we’re looking for bright people who like solving big problems. In this role you will deliver single point of contact and consultation services to TELUS team members and retirees for general inquiries regarding established Human Resource services, procedures, policies and practices. As part of the greater P&C Operations team, you’ll play a role in initiatives that help improve the team member experience. We’re just as passionate about our team as we are about our customers and we’re looking for people that radiate this passion.

Here’s what we believe:

We are ONE team - we work in a collaborative culture
We challenge the status quo and when others think we’re done, we make it better
We live up to our commitments to ourselves, our friends, family, peers, leaders and our team members
Our success is all about how we do things - how we think, solve problems, deliver, communicate, collaborate and more

Requirements

• Knowledge of HR business policies, processes, and procedures
• Knowledge of customer service and call center concepts, policies and procedures
• Knowledge of job related programs and databases such as SAP, TeamHub, Microsoft Office, and Google Suite
• Bilingual in French and English (written and verbal)
• Expert Communicator: create positive relationships, establish rapport, show empathy and respect and work effectively in a cross-functional Human Resources team
• Strong Writer: create excellent, customer-friendly documentation and records
• Knowledge Seeker and Researcher: willing to work in a continuous learning environment with a particularly steep initial learning curve
• Dedicated Self-starter: Autonomous individual who is capable of working independently, managing competing priorities in a fast paced environment
• Team Player: strong collaborator who looks beyond themselves to drive team success and business outcomes
• Subject Matter Expert: understanding of and ability to apply HR processes, comfortable with ambiguity and uncertainty
• Acts with Integrity: ensures privacy and confidentiality is maintained as related to sensitive information and client records
• Advanced knowledge of English is required because you will most of the time 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.

Nice To Haves

• Completion of a post-secondary degree/diploma or equivalent experience in Human Resources
• Experience in a contact center environment

Responsibilities

• Act as a friendly, welcoming voice to team members when they engage People & Culture through queued phone calls, live chats, or email interactions
• Advocate for and manage our team members’ experience
• Drive resolution by leveraging research and communication skills to provide consultative support, coaching, interpretive and analytical assistance on HR services, work processes and functions (e.g. payroll, benefits, time, etc.)
• Ensure understanding, clearly identify and capture the request/issue and root cause of inquiries in a timely manner, all while keeping the team member informed
• Present and negotiate effective win-win solutions, effectively mediating complex, high-risk or sensitive situations
• Develop rapport and strong collaborative working relationships with stakeholders
• Recommend continuous improvement opportunities for work processes and HR information
• Provide education and promote opportunities to self-serve

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree