Operations Team Leader

Operations Team Leader

Eligibility:

• Excellent verbal and written communication

• Must have ability to work under pressure

About the role:

• Supervises and oversees team activities, ensuring each member meets the standards set by the company and the client.
• Tracks each team member's performance against specified account/program metrics and provides necessary support and assistance.
• Regularly engages in team management tasks (e.g., coaching and mentoring, performance feedback) and reports on the team's performance.
• Handles administrative duties for the team, motivates agents to reach their full potential to achieve professional growth targets, enhance account productivity, and boost overall company profitability.

Main Responsibilities:

• Ensures each team member meets or exceeds daily, weekly, and monthly goals and metrics.
• Conducts performance management activities for supervised team members.
• Handles escalations and maintains transparency regarding team and individual performance.
• Analyzes factors affecting agent and team performance and establishes solutions.
• Prepares and submits reports on team performance to the Operations Manager.
• Manages the queue to enhance operational efficiency.

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

Equal Opportunity Employer

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.