TELUS Digital - Operations Team Leader - Tech Support (3-6 yrs)

Applicants should be available and willing to work from office

Operations Team Leader - Tech Support

Eligibility:

- Must have worked in night/graveyard shift in the past

- Must have Technical support knowledge/understanding

- Should be comfortable working with Voice process

- Should be familiar with Telecom industry

Job Summary:

As an Operations Team Leader, you will be responsible for managing a team of agents, ensuring high quality service delivery, and achieving performance targets. You will act as a liaison between management and team members, fostering a positive work environment and driving continuous improvement.

Key Responsibilities:

1. Team Management:

- Supervise and motivate the team to achieve performance targets.

- Conduct regular team meetings to communicate updates and address any concerns.

- Monitor and evaluate individual and team performance, providing feedback and coaching as necessary.

2. Performance Monitoring:

- Analyze performance metrics to identify areas for improvement and implement action plans.

- Ensure adherence to company policies, procedures, and service standards.

3. Training and Development:

- Identify training needs and coordinate training sessions for team members.

- Mentor and support team members in their professional development.

4. Client Interaction:

- Act as a point of contact for client queries and escalations, ensuring prompt resolution.

- Build and maintain strong client relationships to ensure customer satisfaction.

5. Process Improvement:

- Identify and recommend process improvements to enhance efficiency and effectiveness.

- Collaborate with other departments to implement changes.

6. Reporting:

- Prepare and present regular reports on team performance and project status to management.

- Maintain accurate records of team activities and performance metrics.

Skills:

- Strong leadership and people management skills.

- Excellent communication and interpersonal abilities.

- Ability to work in a fast-paced and dynamic environment.

- Proficient in using Google software and other relevant tools.

- Strong problem-solving and decision-making skills.

- Familiarity with Telecom industry

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