About the role

The Operations Team Leader - Bilingual is responsible for directing, monitoring, and developing the team of Operations CSR II - B under his/her charge, providing the necessary tools for the team to perform its tasks in order to ensure ongoing compliance of metrics assigned to the account.

Responsibilities:

Monitoring and evaluating calls and/or emails/chats; continuously monitoring and evaluating the performance of the assigned team, constantly monitoring the metrics assigned to the team, monitoring the quality standards required by the account using motivational techniques to stimulate the team, implementing action plans, among others.

Skills:

• Strong leadership skills.

• Develop team's talent.

• Teamwork oriented.

• High sense of urgency.

• Excellent social skills.

• Able to deliver results working under pressure.

• Strong Multitasking skills.
   

Knowledge:

• Advanced Excel - Required

• Functions: SUMIF Joint, average, Count, conditioning formulas (IF, AND, OR)

• Preparation and presentation of advanced graphics

• PivotTables

• Search the data value by VLOOKUP.

• Format Cells

• Advanced Filters

• English - B2 - Desirable:

• Oral and written comprehension.

• Appropriate use of language.

• Basic Knowledge of Operational Procedures.

• Customer Service - Advanced.

• Quality Processes - Advanced.

• Motivation Theory - Advanced.

Studies & Experience:

• University degree in Business Administration, Industrial Engineering, Economics or related careers - Desirable.

• Minimum of 2 years as an Operations Team Leader - Mandatory

Equal Opportunity Employer

At TELUS International, 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.