Operations, Team Leader CX Operations

Operations, Team Leader CX Operations

Multiple positions available

Position overview:

The Operations Team Leader’s main objective is to ensure agent compliance with account KPIs in order to achieve account objectives, provide motivation and maintain discipline within his or her team. She/He carries out supervisory functions for a team of representatives, including customer support (handle escalations and comply with monthly call/cases amount targets), walking the floor, monitor schedule adherence, review productivity, and quality assurance metrics compliance for each team member, as well as workday documentation and payroll submission, maintain daily communication with the client.

Key responsibilities:

Monitoring and evaluation of calls and/or emails/cases; continuous monitoring and evaluation of the performance of the assigned team; constantly monitoring the metrics assigned to the team; monitoring the quality standards required by the account using motivational techniques to stimulate the team; implementation of action plans, among others.

Mandatory Requirements & Core competencies:

• Schedule flexibility
• Availability to work on-site
• Giving support
• Focusing on customers
• Embracing technology
• Managing self-development

Leadership competences:

• Providing leadership
• Leading change
• Building effective team
• Managing stakeholders

Functional competencies:

• English - B2 - Required
• Oral and written comprehension
• Appropriate use of language
• Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)
• Advanced Excel - Desirable
• Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)
• Preparation and presentation of advanced graphics
• Pivot Tables
• Search the data value by VLOOKUP
• Format Cells
• Advanced Filters
• Customer Service - Advanced
• Quality Processes - Advanced
• Motivation Theory - Advanced
• Basic Knowledge of Operational Procedures

Qualifications:

• Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable
• Proven experience as a TL - Desirable
• Proven experience in personnel management - Desirable

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.