Overview : Manages and oversees the activities of a team of CSR'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 metrics, 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 (i.e. payroll templates); 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. Minimum requirements for internal applicants: Must be a regular employee of TELUS Digital Morocco Should not have any form of disciplinary action in the past 12 months Passing scorecard: Passing scorecard defined as Objectives + TELUS Values Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope. Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope). Adherence >95% (Equivalent to 1 day and 10 hours of absenteeism per month). Important reminders: All applicants are required to attach their resume before submitting the application in Workday All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department The Talent Acquisition (TA) team can only process your application once it has been fully approved