Operations Team Leader

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.

Requirements :

For Promotion Movement

• Must be a regular and active team member of TELUS Digital Morocco.

For agent-to-Support or Associate-to-Support applications:

• Must have a minimum of one (1) year of tenure in the current role.

• Must have no active disciplinary sanctions within the past one (1) year.

• Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

• Certificate of Completion in Leadership 101 & Explore course in MyGrowth for roles that are people leader.

Managers and above application (regardless department):

• Must have a minimum of two (2) years of tenure in the current role.

• Must have no active disciplinary sanctions within the past one (1) year.

• Must have achieved an “Achieving” rating or higher, based on a six (6)-month average performance scorecard & 'Achieving' Annual Rating in the last performance review.

For Lateral Movement

• Must be a regular and active team member of TELUS Digital Morocco.

• Must have a minimum of one (1) year of continuous tenure in the current role.

• Must have no active disciplinary sanctions at the time of application.

• Scorecard Rating Criterias:

  • Application for the same role: Must have achieved an “Developing” rating or higher, with a six (6)-month average on the performance scorecard.

  • Application for a different role, same job level: Must have achieved an “Achieving” rating or higher, with a six (6)-month average on the performance scorecard.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.