Operations Team Leader

The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSRs under your charge. You will provide the necessary tools for your team to perform their tasks effectively to ensure ongoing compliance metrics assigned to the account. Your role involves monitoring real-time queues, managing KPIs, coaching, mentoring, and upskilling team members. It is essential to ensure healthy service levels, continuously monitor and evaluate team performance, and track metrics and deliverables. Motivational techniques should be utilized to maintain the quality standards required by the account. Implementation of action plans and taking supervisory calls when needed are part of your responsibilities. The scope of support includes both voice and non-voice channels. Key Skills required for this role include strong leadership abilities, talent development, teamwork orientation, a high sense of urgency, excellent social skills, and the capacity to deliver results under pressure. Strong multitasking skills are crucial for effective performance in this role. In terms of Knowledge, proficiency in Advanced Excel/Google sheets with experience in PivotTables and VLOOKUP is desired. Additionally, a good grasp of operational procedures, both oral and written comprehension, is essential for success in this position. About TELUS Digital: TELUS Digital enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that prioritizes customers. As the global arm of TELUS Corporation, one of Canada's largest telecommunications service providers, TELUS Digital offers contact center and business process outsourcing solutions to leading corporations across various sectors. The company's global call center delivery capabilities, multi-shore programs, and exceptional customer service are supported by TELUS, a multi-billion dollar telecommunications parent. Equal Opportunity Employer: TELUS Digital is an equal opportunity employer committed to creating a diverse and inclusive workplace. All employment decisions, including hiring and promotion, are based on applicants" qualifications, merits, competence, and performance, without regard to any characteristic related to diversity.,