Operations Team Lead TELUS International AI Data Solutions

About TELUS International AI Data Solutions

Job Description

The Operations Team Leader is responsible for directing, monitoring, and developing the team of Operations CSRs under his/her charge, providing the necessary tools for the team to perform tasks effectively to ensure ongoing compliance metrics are met. Your role involves monitoring real-time queues, managing KPIs, coaching, mentoring, and upskilling team members. It is essential to ensure healthy Service Levels, continuously evaluate team performance, monitor metrics/deliverables, maintain quality standards, and implement action plans as needed. Additionally, you may need to take supervisory calls, and the support scope includes voice and non-voice services. To qualify for this role, you must have previous experience working night/graveyard shifts for more than 12 months, be open to rotational shifts and week-offs, possess customer support experience, English proficiency at B2 level or above, and hold a graduate degree. You should have successfully managed a team of 15+ team members. Key skills required for this position include strong leadership abilities, talent development, teamwork orientation, a high sense of urgency, excellent social skills, the ability to deliver results under pressure, and strong multitasking skills. Knowledge of advanced Excel/Google Sheets is desired, along with proficiency in oral and written comprehension and a basic understanding of operational procedures.,