Call Center Team Lead Job at TELUS Digital in Las Vegas

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Overview

The Call Center Team Lead role is a leadership position focused on blending emotional intelligence with operational excellence. It requires translating strategic objectives into actionable goals while developing team members, guiding situational leadership, and balancing people development with day-to-day execution to deliver results in a fast-paced environment.

Responsibilities

• Supervise agent personnel including hiring, monitoring, evaluating performance, and initiating corrective or disciplinary actions
• Ensure adherence to TELUS and Nevada State labor policies
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies, and cost management
• Provide assistance and/or on-the-job training
• Analyze, summarize, and review data; report findings and make recommendations
• Ensure adherence to TELUS ePerformance policy
• Manage and motivate staff to meet performance goals
• Complete performance evaluations for staff and recommend increases or advancement

Qualifications

• 2+ years of leadership experience managing people in service delivery environments
• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment

Leadership & Management Skills

• 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

Communication & Interpersonal Skills

• 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

Analytical & Problem-Solving Skills

• Strong critical thinking and analytical skills with a solution-driven approach
• Data-driven performance tracking and analysis
• Ability to balance strategic thinking with practical problem-solving

Personal Attributes

• Strong emotional intelligence and resilience, with ability to coach these skills in others
• Calm under pressure with sound stress-management skills
• Exceptional organizational skills, attention to detail, and time management
• Ability to perform duties objectively and maintain confidentiality
• Self-motivated with initiative for continuous improvement
• Adaptability to change and comfort in ambiguous environments
• Demonstrates accountability while maintaining a positive outlook
• Ability to work independently in a dynamic, fast-paced atmosphere

Technical Skills

• Strong proficiency in MS Office Suite (Windows, Word, Excel, Outlook)

Preferred Experience, Skills & Competencies

• Knowledge of call center operations
• Experience in content or community moderation

TELUS Values

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

EEO Statement

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability. TELUS Digital is the global arm of TELUS Corporation, delivering contact center and business process outsourcing (BPO) solutions with global delivery capabilities. We are an equal opportunity employer and hire based on qualifications, merits, competence and performance without regard to diversity characteristics.

Job metadata

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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