The Operations Team Lead 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.

• Leads and manages a team of CSRs to meet or exceed call center operations goals, addressing customer issues and placing sales orders.
• Conducts performance management activities, provides coaching and mentoring, and monitors team member performance to ensure goals are met.
• Analyzes factors affecting team performance, implements solutions, designs incentive programs, and improves working conditions.
• Ensures team members are updated on policies and procedures through regular training and communication of client updates.
• Addresses grievances, manages compensation and benefits concerns, and ensures accurate tracking of overtime and night differential pay.

Required Skills:

• Proficient in supervisory and people management.
• Possesses project management, planning, organizing, and coordination skills.
• Demonstrates excellent oral and written English communication and professional business correspondence skills.
• Exhibits strong analytical, problem-solving, decision-making, and presentation skills, with customer orientation.
• Skilled in time management, multitasking, active listening, and operates with minimal supervision, while being adaptive and detail-oriented.
• Sales experience is an advantage.

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

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 applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

Please refer to job description.