***Applicants should be available and willing to work on-site ***

About the role:

● Manages and oversees the activities of a team of OSR’s, ensuring that each individual performs at par with the standards set by the company and the client.

● Monitors the performance of each team member against specified account / program metric, and provides the necessary support and assistance in order
for metrics to be improved on, attained, or exceeded.

● Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback giving), as well as data reporting on
the team’s performance.

● Performs administrative duties for the team, motivates agents to perform at
their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Main Responsibilities:

● Ensures that each team member meets / exceeds his or her goals and metrics on a daily, weekly, and monthly basis. Conducts performance management activities for team members supervised, handles escalations, and maintains transparency with the group on team / individual performance achieved.

● Analyzes and determines what affects agent / team performance, establishes solutions. Prepares and submits reports on team performance to the Operations Manager.

● Manages the queue to drive operational efficiency.

Skills:

● Positive attitude, proactivity, organized

● Ability to solve problems

● Leadership skills

● Self managed

● Knowledge of process specific metrics and guidelines

● Ability to observe, analyze and give constructive feedback

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.