Job Title

This job is with TELUS Digital, an inclusive employer and a member of myGwork the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Description and Requirements Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics. Ensure customer contacts are handled professionally and with efficient resolution. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Specific Responsibilities May Include: Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions Ensures adherence to all TELUS and local government 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 reviews data; report findings, interprets results and/or make recommendations Ensure adherence to TELUS ePerformance policy Manage and motivate call center staff to meet performance goals Complete performance evaluations for staff and recommend increases or advancement Perform other duties as assigned Required Experience, Skills & Competencies: 2 years prior leadership experience managing people in service delivery environments Bilingual, fluent in French and English Strong customer service orientation with an upbeat, people minded personality aimed at both internal and external customers Solution driven with strong critical thinking skills having the ability to anticipate customers'''' needs and provide options and solutions Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner Excellent organizational, leadership, interpersonal and time management skills Ability to take instructions from management and ensure follow up Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met Strong computer application skills including MS Windows, MS Word, MS Excel, and MS Outlook Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills Ability to effectively communicate with team members and managers of all levels Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff Ability to work independently in a dynamic fast paced atmosphere Ability to maintain confidentiality Strong analytical skills Flexibility to work various schedules in a 24/7 environment Preferred Experience, Skills & Competencies: Knowledge of call center operations Current pursuit or completion of iAspire training (internal applicants) TELUS Values: 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 At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. Aperu du poste : Le chef d''''quipe fournira des directives et des conseils pour assurer l''''atteinte constante des indicateurs de performance cls. Il veillera ce que les contacts clients soient traits avec professionnalisme et efficacit. Il atteindra, mesurera, signalera et communiquera l''''atteinte des objectifs de l''''quipe affecte. Il assurera une communication prcise et rapide des problmes au chef des oprations. Il encadrera, encadrera et dveloppera l''''quipe d''''agents en vue du dveloppement des comptences et des opportunits de promotion. Les responsabilits spcifiques peuvent inclure : Superviser le personnel des agents, notamment l''''embauche, le suivi et l''''valuation du rendement, et prendre des mesures correctives ou disciplinaires. Veiller au respect de toutes les politiques du travail de TELUS et des administrations locales. Suivre et mesurer la productivit et les rsultats de qualit individuels et collectifs. Amliorer les niveaux de service globaux, l''''efficacit transactionnelle et la gestion des cots. Fournir une assistance et/ou une formation en cours d''''emploi. Analyser, synthtiser et/ou examiner les donnes. Rapporter les constatations, interprter les rsultats et formuler des recommandations. Assurer le respect de la politique de TELUS en matire de cyberperformance. Grer et motiver le personnel du centre d''''appels afin d''''atteindre les objectifs de rendement. Effectuer les valuations de rendement du personnel et recommander des augmentations ou des avancements. Effectuer d''''autres tches, selon les besoins. Exprience, aptitudes et comptences requises : Plus de 2 ans d''''exprience en leadership en gestion de personnel dans un environnement de livraison de services Bilingue (franais/anglais). Forte orientation service la clientle et personnalit optimiste et sociable, s''''adressant aux clients internes et externes. Orientation vers les solutions et esprit critique, permettant d''''anticiper les besoins des clients et de proposer des options et des solutions. Excellentes aptitudes la prsentation : capacit prsenter des ides, des concepts, des proccupations et des questions de manire rflchie, positive et professionnelle. Excellentes comptences en organisation, en leadership, en relations interpersonnelles et en gestion du temps. Capacit suivre les directives de la direction et en assurer le suivi. Comprhension et capacit excuter des programmes entrants afin de garantir l''''atteinte des niveaux de service et des objectifs financiers. Solides comptences en informatique, notamment avec MS Windows, MS Word, MS Excel et MS Outlook. Excellente grammaire. nonciation, prononciation, syntaxe, comptences verbales et crites Capacit communiquer efficacement avec les membres de l''''quipe et les gestionnaires de tous les niveaux Capacit favoriser un environnement de travail positif et productif, et capacit diriger, constituer des quipes et motiver le personnel Capacit travailler de manire autonome dans un environnement dynamique et dynamique Capacit prserver la confidentialit Excellentes comptences analytiques Flexibilit pour travailler selon des horaires varis dans un environnement 24 heures sur 24, 7 jours sur 7 Exprience, aptitudes et comptences souhaites : Connaissance des oprations d''''un centre d''''appels Formation iAspire en cours ou termine (candidats internes) Valeurs de TELUS : TELUS reconnat et adhre l''''importance des valeurs dans un milieu de travail en constante volution. Pour russir, tous les candidats doivent adopter des comportements qui refltent nos valeurs : Nous accordons une priorit absolue nos clients et nos collectivits Nous accueillons le changement avec passion et innovons avec courage Nous progressons ensemble grce un travail d''''quipe dynamique Chez TELUS, nous nous engageons promouvoir la diversit et l''''accs quitable aux possibilits d''''emploi en fonction des comptences. Language ReferenceEnglishFrench EEO Statement At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world''''s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent. 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 applicants'''' qualifications, merits, competence and performance without regard to any characteristic related to diversity.#LI-DNI