Position overview:

The Team Leader supports Customer Experience Analysts for several programs and ensures tasks/responsibilities are carried out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting, and delivering recommendations to improve the quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA). Additionally, partner’s up with other Customer Experience Team Leaders from other programs to identify and work on opportunities found from their program and share best practices among them.

Key responsibilities:

Completes root cause, and process gap analysis for executive escalations, specific client complaints, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc); Ensures tool’s usage, as well as self-train for all available versions, practices and maintains open communication with IT, and TI POC to report any outages, etc.; Maintains updated data to comply with recording % according to client SOW; Meets with AGM and CE/LS Manager to reveal findings, trends, and recommendations that will benefit operational KPIs; Ensures CE analysts comply with health check audits, as well as targeted call listening compliance processes development, among others. and performance metric results.

Core Competencies and requirements:

• Schedule flexibility.

• Managing self development

• Embracing technology

• Focusing on customers

• Giving support

Leadership competences:

• Providing leadership

• Leading change

• Building effective team 

• Managing stakeholders

• Analytical skills.

• Result Oriented.

• Teamwork.

• Focus on problem-solving and decision-making.

• Internal and External Customer Orientation.

• Ability to work under pressure.
  
  

Functional competencies:

• English -B2:

• Oral and written comprehension.

• Appropriate use of language.

• Proficiency in the English Language.

• Proficiency with MS Office & Google applications - Advanced

• Customer Service - Advanced.

• Motivation Theory - Advanced.

• Feedback techniques, learning, and development - Basic.

• Quality Processes - Advanced. 

Qualifications:

• Bachelor’s degree in any field - Desirable.

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.