Operations Team Leader

Operations Team Leader

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it's our caring culture that defines who we are and why you'll want to become part of our family.

Operations Team Leader

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it's our caring culture that defines who we are and why you’ll want to become part of our family.

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.

A successful Team Leader stands out through their exceptional ability to blend emotional intelligence with operational excellence. They demonstrate a unique combination of resilience and adaptability, effectively navigating their teams through high‑pressure situations while maintaining objectivity and a positive environment. What truly sets them apart is their talent for translating strategic objectives into actionable goals while simultaneously developing their team members’ capabilities.

They excel in situational leadership, knowing precisely when to coach, when to direct, and when to empower their team. Their success stems from their ability to maintain unwavering composure under pressure, make data‑informed decisions, and foster an inclusive atmosphere where both individual growth and team performance flourish. Above all, they serve as a bridge between strategic vision and day‑to‑day execution, consistently delivering results while building trust and maintaining the delicate balance between people development and operational demands.

• Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
• Ensures adherence to all TELUS and 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 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:

• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment

• 2 years of leadership experience.
• 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
• Ability to execute inbound programs to ensure service levels and financial objectives are met

• 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

• Strong critical thinking and analytical skills with solution‑driven approach
• Data‑driven performance tracking and analysis
• Ability to…