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Operations Sr Team Leader

Informazioni di base

Numero di riferimento

Req_00136474

Posizione primaria

PH - Iloilo - Pavia Tower 2

Paese

Filippine

Tipo di lavoro

Business Process Outsourcing

Descrizione e requisiti

Required skills + qualities (technical):

  • Bachelor’s degree in any field

  • 1-2 years call center experience as a team leader or at least six months (6) experience within TIP as a Team Leader, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.

  • Working knowledge of call center operations and organization required.  

  • Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.  

  • Proficiency with MS Office applications (i.e. MS Word, Excel, PowerPoint, etc...) and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...).

Descrizione lavoro aggiuntiva

Overview: 

Accomplishes all of the roles and responsibilities of a Team Leader.  Acts as the default Operations leader during the absence of the Operations Manager around the attainment of client KPI, goals and targets.  Handle complex and specialized functions and/or teams.  Prime program initiatives to drive performance.  Regularly interfaces with clients and client representatives on activities and initiatives aimed at increasing performance and resolution of customer issues and and client concerns.


  • Accomplishes all of the roles and responsibilities of a Team Leader, including but not limited to, leading and managing a team of CSR's in the optimal execution of call center operations activities ensuring that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.  

  • Conducts Performance Management activities, supports CSR's/TSR's on their calls, handles escalations, prepares reports and works with other team members for team and program initiatives.  

  • Act as operations prime in the absence of Operations Managers related to management of day to day operations, including but not limited to , stakeholder management to facilitate issue resolution and making certain that client KPIs, goals, and targets are met.  

  • Act as a liaison for both internal and external groups for program initiatives.  

  • Help create, launch and drive critical account initiatives and programs.  

  • Be a mentor to other Team Leaders; Act as a catalyst for Peer-to-Peer  Development.

  • Support complex and/or multiple products/LOB’s/queues and/or manage and/or support resolution/escalation/coach teams and other specialized functions.

  • Coordinates with Workforce for net staffing requirements and scheduling of agents given leaves, absences, and attrition.  

  • Requests for overtime or 6th day work in order to meet service metrics by efficiently handling the forecast and / or spikes in call volumes.  

  • Ensures that all Company and / or Client updates are cascaded to all individuals in the program by conducting regular meetings with TCs.  

  • Disseminates information in a timely manner, taking into consideration information sensitivity and confidentiality.

  • Liaisons with Top Management and the Client regarding the program’s performance.  

  • Analyzes the necessary information (i.e. Baleen, top and bottom performing teams / agents) and translates this to tangible and relevant data on program performance. 

  • Facilitate on-boarding of new team members including Operations Orientation.

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 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.
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