The Operations Team Leader - Trilingual French  - is responsible for directing, coaching and developing a team of Operations CSR’s from the French language under his/her charge, providing the necessary tools for his/her team to perform their tasks in order to ensure ongoing compliance metrics assigned to the account.   

Main Responsibilities:  

• Develop the team’s talent, motivate and retain employees

• Manage Key Performance Indicators (KPI)                    

• Ensure effective implementation and daily management of the company’s values, policies, and procedures

• Provide support in solving customer problems 

• Prepare and submit reports 

• Identify and follow up on agent payroll issues

• Provide the best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested

Requirements 

• Minimum 6 months of sales experience- Required

• Schedule flexibility-Required 

Skills:

• Strong leadership skills

• Develop team's talent

• Teamwork oriented

• Motivate and retain employees

• Coaching skills

• Problem resolution skills

• High sense of urgency

• Able to deliver results working under pressure

• Proactiveness

• Focus on problem-solving and decision-making skills

• Accountability

• Presentation skills

• Customer service

Knowledge:

• Google Sheets knowledge -Intermediate

• French and English High B2:

  • Oral and written comprehension.

  • Appropriate use of language.

• Quality Processes - Advanced 

• Coaching (SwitchGear) - Desirable.

• Knowledge of Contact Center Operations - Intermediate

• Basic Knowledge of Operational Procedures  - is a plus    

Studies & Experience:      

• Preferably 2 years of university studies  Desirable.

• Minimum 6 months of sales experience- Required

• Proven experience in personnel management - Desirable

TELUS International Guatemala is a company that offers equal opportunities for everyone. We seek an inclusive work environment, where all qualified applicants will receive consideration for employment without discrimination based on any element of diversity.