Operation Team Leader - TELUS TBS - LS&S Wireless Care

Description

Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client.  Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.  Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance.  Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

 Minimum requirements for internal applicants:

• Must be a regular employee of TELUS Digital Morocco
• Should not have any form of disciplinary action in the past 12 months
• Employee Movement
  • For Promotions: Minimum of one (1) year tenure within the current program if applying for Support to Officer level roles while a minimum of two (2) years tenure within the current program if applying for a Manager and up role.
  • For Lateral: Must have at least one (1) year of continuous tenure within the current program.
• Passing scorecard:
  • Passing scorecard defined as Objectives + TELUS Values
  • Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
  • Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).

Important reminders:

• All applicants are required to attach their resume before submitting the application in Workday
• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department
• The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at tisa_morocco_corporaterecruitment@telusinternational.com

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.