Basic Information

Ref number

Req_00063160

Primary Location

North Charleston

Description and Requirements

Position Overview:

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 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:

  • Must have completed Barclays product training

  • Prior leadership experience managing people in service delivery environments

  • 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 Google Workspace or Microsoft Office applications

  • 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

  • High school diploma or equivalent


 

Preferred Experience, Skills & Competencies:

  • Knowledge of call center operations


 

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 embrace change and initiate opportunity 

  • We have a passion for growth 

  • We believe in spirited teamwork 

  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.   

Additional Job Description

The 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.