Team Leader CX Operations

About the role

The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth.

Responsibilities

• Supervise agent personnel including: hiring, monitoring, and evaluating performance, and initiating corrective or disciplinary actions
• Ensure adherence to all TELUS and Nevada State labor policies
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies & cost management
• Provide assistance and/or on-the-job training
• Analyze, summarize, and/or review data; report findings, interpret results and/or make recommendations
• Ensure adherence to TELUS ePerformance policy
• Manage and motivate staff to meet performance goals
• Complete performance evaluations for staff and recommend increases or advancement
• Perform other duties as assigned

Qualifications

• 2+ years of leadership experience managing people in service delivery environments
• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification
• Leadership & Management Skills: Strategic team oversight with effective workforce optimization and resource allocation, Expert conflict resolution and team dynamics management, Ability to translate strategy into actionable team objectives and drive deadline-oriented deliverables, Advanced coaching capabilities for team growth and development, Situational leadership adaptability
• Communication & Interpersonal Skills: Excellent presentation, verbal, and written communication skills across all organizational levels, Strong interpersonal skills with ability to deliver constructive feedback professionally, Ability to present ideas, concepts, and concerns in a well-thought-out and positive manner
• Analytical & Problem-Solving Skills: Strong critical thinking and analytical skills with solution-driven approach, Data-driven performance tracking and analysis, Ability to balance strategic thinking with practical problem-solving
• Personal Attributes: Strong emotional intelligence and resilience, with ability to coach these skills in others, Sound stress-management skills with ability to maintain composure under pressure, Exceptional organizational skills, attention to detail, and time management, Ability to perform duties objectively and maintain confidentiality, Self-motivated with initiative to pursue continuous improvement, Adaptability to change and comfort in ambiguous environments, Demonstrates accountability while maintaining a positive outlook
• Technical Skills: Strong proficiency in MS Office Suite (Windows, Word, Excel, Outlook)

Benefits

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 changes and innovate courageously, We grow together through spirited teamwork

Pay

Commensurate with experience

Schedule

Not specified

Company Information

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact. We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless. Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

EEO Statement

At TELUS Digital, 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 applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.