Operations Team Lead

Job Description

Role & Responsibilities

Manages and oversees the activities of a team of OSRs, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against the account / program metric, and provides the necessary support and assistance in order for metrics to be improved, maintained, or exceeded. Regularly performs team management tasks (i.e. coaching and mentoring, performance feedback giving) as well as reporting and data tracking on team performance.

Performs administrative duties for the team, motivates agents to perform at their maximum capacity, and ensures that each member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis. Conducts performance management activities for team members, handles escalations, and maintains transparency with the team on individual performance. Analyzes what affects agent / team performance, establishes solutions.

Prepares and submits reports on team performance to the Operations Manager. Manages the queue to drive operational efficiency.

Preferred Candidate Profile

\n
• Graduate, Post graduates can apply (undergraduates are not eligible)
\n
• Minimum 2 years of experience as Team Lead is required in International Sales / International BPO / International Voice Process
\n
• Excellent communication and proficiency in English
\n
• Happily comfortable in night shifts and rotational week offs
\n

Perks and Benefits

\n
• Competitive Salary + Attractive Annual Bonus
\n
• Medicare Facility (free online consultation for health)
\n
• Free pick and drop facility will be provided within 35 Kms range
\n
• Medical Insurance
\n
• Life Insurance
\n

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 and achieve better operational results, and create value through innovation. We provide real solutions - from customer acquisition to long-term loyalty.

We help our partners lead with confidence in powerful artificial intelligence, and our innovative approach is helping most of the world's leading enterprises achieve their goals. Trust and inclusive development through the advancing limits of machine learning. We are a company that cares.

Equal Opportunity Employer

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 the applicant's qualifications, merits, competence, and passion for providing on a superior level - equal opportunity and diverse underlying people.