Operations Team Lead

Deine Aufgaben

• Manages and oversees the activities of a team of OSRs, 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 metric, 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 teams performance.
• Performs administrative duties for the team, 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.
• Ensures that each team member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised, handles escalations, and maintains transparency with the group on team / individual performance achieved.
• Analyzes and determines what affects agent / team performance, establishes solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to drive operational efficiency.

Dein Profil

• Qualification : Graduate, Post Graduates can apply (undergraduates are not eligible)
• Minimum 2 Year of experience as Team Lead is required in International Sales/International BPO/International Voice Process
• Excellent communication in English.
• Should be comfortable in night shifts and rotational week offs.

Vergütung & Benefits

• Competitive Salary + Attaractive Annual Bonus
• Medicare Facility(free online consultation with Doc)
• Free pick up and drop facility will be provided within 35 Kms range
• Medical Insurance
• Life Insurance

Über den Arbeitgeber

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.

Bewerbungsprozess

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.