Operations Team Leader

Description

Responsibilities:

• Manage, inspire, and mentor a group of Customer Support Agents (CSA).
• Hold regular team meetings, evaluate performance, and offer helpful criticism.
• Manage escalations and challenging situations while advising and supporting CSAs.
• Make sure that all CSA tasks are completed smoothly and effectively.
• Keep up with periodic updates and make sure the team follows them.
• Conduct briefings & process updates to the team to improve their abilities.
• Handle clients' requests and escalations, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
• Should make themselves approachable for CSAs.
• Report any issues or challenges to the reporting manager immediately when needed.
• Responsible for checking the roster adherence of CSAs and managing shrinkages of the floor.
• Assist team members in identifying trends and establishing the team's goals.
• Ensure team members are achieving daily productivity and desired service levels as per the KPIs; correct action plan to be shared in case of any deviation.
• Prepare reports and analyze data to improve processes, ensure resources are properly allocated based on the volume trend analysis, and maximize the team’s efficiency.

Requirements:

• Have at least 2 years of experience in customer support and service analysis
• Excellent verbal and written communication skills in English, with the ability to express ideas clearly and concisely.
• Problem-solving and critical-thinking abilities.
• Strong team management and leadership abilities.
• Has at least 1 year of experience in a Tier 2 role within the applicable LOB (Learner/Student, Instructor, or UB).
• Ability to handle client conversations and multitask.
• Ability to perform under pressure.
• Decisiveness and attention to detail.
• Language Requirement: English: Fluent or Business Proficient (C1 and up).

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.