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Operations, Operations Team Leader - Bilingual - TELUS Digital SV

Basic Information

Ref Number

Req_00158438

Primary Location

SV - Santa Tecla - Plaza Merliot

Country

El Salvador

Job Type

Support Positions

Work Style

On Site

Description and Requirements

Position overview:

The Operations Team Leader’s main objective is to ensure agent compliance with account KPIs in order to achieve account objectives, provide motivation, and maintain discipline within his or her team. She/He carries out supervisory functions for a team of representatives, including customer support (handle escalations and comply with monthly call/cases amount targets), walking the floor, monitor schedule adherence, review productivity, and quality assurance metrics compliance for each team member, as well as workday documentation and payroll submission, maintain daily communication with the client.

Key responsibilities:

Monitoring and evaluation of calls and/or emails/cases; continuous monitoring and evaluation of 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; implementation of action plans, among others.

        

Mandatory Requirements:

  • Schedule flexibility

  • Availability to work on-site

Core competencies:

  • Giving support

  • Focusing on customers

  • Embracing technology

  • Managing self-development

Leadership competences: 

  • Providing leadership

  • Leading change

  • Building an effective team

  • Managing stakeholders

Functional competencies:

  • English - B2 - Required

    • Oral and written comprehension

    • Appropriate use of language

  • Advanced understanding of Google Apps for Work tools (ie: Google Drive, Google Calendar, Gmail)

  • Advanced Excel - Desirable

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

    • Preparation and presentation of advanced graphics

    • Pivot Tables

    • Search the data value by VLOOKUP

    • Format Cells

    • Advanced Filters

  • Customer Service - Advanced

  • Quality Processes - Advanced

  • Motivation Theory - Advanced

  • Basic Knowledge of Operational Procedures


Qualifications:

  • Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable    

  • Proven experience as a TL - Desirable

  • Proven experience in personnel management - Desirable

Equal Opportunity Employer

At TELUS Digital, 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.

Language Reference
English
Spanish

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, 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.
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