DescriptionApplicants should be available and willing to work on-site and/or from home depending on business needs.Operations, Team Leader CX Operations* Multiple positions available *Position overview:The Operations Team Leader's main objective is to ensure agent compliance with account KPIs in order to achieve account objectives, provide motivation and maintain discipline within his or her team.
She/He carries out supervisory functions for a team of representatives, including customer support (handle escalations and comply with monthly call/cases amount targets), walking the floor, monitor schedule adherence, review productivity, and quality assurance metrics compliance for each team member, as well as workday documentation and payroll submission, maintain daily communication with the client.Key responsibilities:Monitoring and evaluation of calls and/or emails/cases; continuous monitoring and evaluation of the performance of the assigned team; constantly monitoring the metrics assigned to the team; monitoring the quality standards required by the account using motivational techniques to stimulate the team; implementation of action plans, among others.Mandatory Requirements & Core competencies:Schedule flexibilityAvailability to work on-siteGiving supportFocusing on customersEmbracing technologyManaging self-developmentLeadership competences:Providing leadershipLeading changeBuilding effective teamManaging stakeholdersFunctional competencies:English - B2 - RequiredOral and written comprehensionAppropriate use of languageAdvanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)Advanced Excel - DesirableFunctions: SUMIF Joint, average, Count, conditioning formulas (IF, AND,



OR)Preparation and presentation of advanced graphicsPivot TablesSearch the data value by VLOOKUPFormat CellsAdvanced FiltersCustomer Service - AdvancedQuality Processes - AdvancedMotivation Theory - AdvancedBasic Knowledge of Operational ProceduresQualifications:Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable Proven experience as a TL - DesirableProven experience in personnel management - DesirableWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses.
These tools assist our recruitment team but do not replace human judgment.
Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please contact us.About Company: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 general 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 iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.Equal Opportunity Employer StatementAt 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.
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📌 Operations, Team Leader Cx Operations (Xico)
🏢 Telus Digital
📍 Xico