Position Summary

Oversees LS & CE Team Leads to ensure tasks / responsibilities are carried-out effectively and efficiently. Designs & implements career development plans for each role to ensure maximum client, operational, and personal effectiveness . Responsible for onboarding new hire team members through new hire classes doing Quality analysis, review & approval of recommendations for improving the quality of service of Operations and maintaining high Customer Experience standards. Supports a ratio of more than 500 frontline FTEs

Functional Responsibilities

Coaching and Development:

• Supports CE & LS Team Leads with regular and consistent coaching.

• Reinforces team strengths and creates customized action plans to address areas for improvement.

• Properly documents development and progress.

Collaboration:

• Encourages collaboration with other departments to align with company and business strategies.

• Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.

Operational Review:

• Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.

• Provides recommendations for solutions and drives process innovation.

Verint/Training LMS:

• Ensures proper usage of the tool, self-trains on all available versions, and maintains communication with IT and TI POC to report any outages.

• Keeps data updated to meet recording percentage requirements according to the client SOW.

• Ensures team members are trained and utilizing the tool effectively.

Client Relations:

• Manages client communication and acts as the point of contact for aligning Quality Assurance and business strategies.

• Contributes as a partner in developing process improvements between TELUS International and the client.

HC Forecasting and Right-sizing:

• Collaborates with Operations and Workforce to determine FTE forecasts and maintain support-to-agent ratios as per agreements or SOW.

• Handles headcount requisition and ensures promotions and movements are processed.

Team Management:

• Designs improvements in departmental structures to provide career opportunities and growth for CE staff.

• Monitors departmental morale through discussions with CE staff.

• Maintains open communication by scheduling regular group discussions to address needs, requests, and issues.

• Coordinates and assists in resolving concerns faced by CE team members.

• Performs administrative tasks such as payroll, status change forms, and maintaining 202 folders.

Skills:

• Excellent communication and interpersonal skills

• Strong leadership and team management abilities

• Excellent problem-solving and conflict resolution skills

• Ability to analyze data and make strategic decisions

• Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides

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