Operations Team Leader

Overview:

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.

* Lead and manage a team of Customer Service Representatives (CSRs) in call center operations, ensuring daily, weekly, and monthly performance targets are met or exceeded.
* Monitor and assess individual and team performance against account-specific metrics, providing coaching, mentoring, and constructive feedback to enhance productivity and achieve goals.
* Handle escalation calls, complex customer interactions, and support agents in resolving issues effectively.
* Prepare and analyze performance reports, identify areas for improvement, and develop action plans to boost team efficiency and service quality.
* Collaborate with management and peers to address operational challenges, improve incentive programs, and enhance working conditions.
* Facilitate recurrent training and communicate policy updates to keep team members informed and compliant.
* Manage call queues and control abandoned calls by optimizing available resources to meet service levels.
* Act as a liaison with Human Resources and HR Business Partners, addressing grievances related to attendance, performance, and behavior according to company policies and labor laws.
* Oversee payroll-related tasks including tracking overtime, night differentials, and resolving compensation concerns to ensure accurate salary computation.
* Motivate and inspire the team through regular activities and incentive programs aimed at boosting morale and productivity.

Required Skills:

* Fluent in French and English (spoken and written)
* Previous experience as an Operations Team Leader
* Strong leadership and communication skills
* Ability to work in a fast-paced, agile environment

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