Operations Team Lead

Operations Team Leader

CSS Outbound

Noida

Main Responsibilities:

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.

Eligibility:

• Excellent verbal and written communication

• Must have ability to work under pressure

• Experience in Sales will be mandatory

Skills:

• Positive attitude, proactivity, organized

• Ability to solve problems

• Leadership skills

• Self managed

• Knowledge of process specific metrics and guidelines

• Ability to observe, analyze and give constructive feedback

At TELUS International, 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.