Operations Team Leader

Description

Position Summary
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.

Functional Responsibilities
1. Leads and manages a team of CSR's in the optimal execution of call center operations activities
(i.e. taking calls, addressing customer issues / complaints, placing sales orders). Ensures that
each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly
basis.
2. Conducts performance management activities for team members supervised. Conducts timely
planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
Ensures that personal and team goals are set, and provides the necessary coaching, mentoring,
and assistance in order for team members to achieve their targets. Monitors each team
member’s performance throughout the shift, providing assistance, coaching, and mentoring as
necessary. Provides positive and constructive feedback on what individual team members need
to do in order to attain their daily targets.

3. Handles escalation calls from CSR's as, exercising discernment on whether or not individuals are
capable of handling complex customer calls. Imparts knowledge and experience gained on the
floor in order to equip team members with the necessary skills to handle complex customer
interactions.
4. Prepares reports on top and bottom performers and cross-checks this with overall metrics for the
account / program. Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for
providing rewards and recognition, as well as a means for coaching and mentoring. Maintains
transparency with the group on team / individual performance achieved.
5. Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues /
problems faced by their respective teams. Analyzes and determines what affects agent / team
performance, establishes solutions, designs new incentive programs, and improves working
conditions based on findings.
6. Prepares and submits reports on team performance to the Operations Manager. Discusses
overall team performance in relation to the objectives of the Company and the program / account.
Determines areas for improvement of the account’s performance and translates these to action
plans for the team.
7. Ensures that all team members are aware of policy and procedural updates by coordinating for /
facilitating recurrent training of agents. Gathers information on Client updates on policies and
procedures, and conducts weekly training sessions that center on procedural updates / changes
in order to familiarize agents.

Required skills + qualities (technical):

• Bachelor’s degree in any field
• Completion of all PEP courses, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt
• At least one year (1) call center experience within TIP and/or as a Team Captain/Team Leader in other call centers, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
• Working knowledge of call center operations and organization required. 
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred. 
• Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Required skills + qualities (technical):

• Supervisory and people-management skills.
• Project management skills.
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills.
• Adaptive to changing work schedules and working hours.
• Active listening skills.
• Operates with minimal supervision.
• Customer orientation.
• Time Management and Multitasking skills.
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.
• Presentation Skills.

TELUS Values:

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace change and innovate courageously 
• We grow together through spirited teamwork 

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

 

 

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.