Osnovne informacije
Referenčna številka
Req_00172804
Primarna lokacija
SV - Antiguo Cuscatlan - Torre Emblema
Država
Salvador
Vrsta dela
Support Positions
Način dela
On Site
Opis in zahteve
***Applicants should be available and willing to work on-site and/or from home depending on business needs.***
Position overview:
The Operations Team Leader Trilingual (Portuguese) is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks to ensure ongoing compliance of metrics assigned to the account.
Key responsibilities:
- Ensure everyone on their team has the tools, skills and knowledge they need to support players
- Own the end-to-end performance development of their team members and implement the necessary performance improvement action plans aligned to the program’s performance management strategy
- Be accountable of the performance and behaviors of team members
- Cascade all relevant news and information required for their agents to perform their work
- Monitoring and evaluating calls and/or emails/chats to identify areas of opportunity or good practices, conduct root cause analysis and implement improvement plans based on observations and analysis
- Invest efforts in upskilling team members to meet the quality standards of our program and drive for Player Support Excellence.
Mandatory Requirements:
- Schedule flexibility - Required.
- Availability to work on-site - Required
Core Competencies:
- Managing self development
- Embracing technology
- Focusing on customers
- Giving support
Leadership competences:
- Providing leadership
- Leading change
- Building effective team
- Managing stakeholders
Functional competencies:
- Advanced use of Excel or Google Sheets
- Customer Service - Advanced.
- Quality Processes - Advanced.
- Motivation Theory - Advanced.
Qualifications:
- Portuguese - B2 :
Oral and written comprehension.Appropriate use of language.
- English - B2 :
Oral and written comprehension.Appropriate use of language.
- Graduated in the careers of Business Administration, Industrial Engineering or related field - Desirable.
- Experience in Gaming Accounts - 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.
Dodatni opis delovnega mesta
The Operations Team Leader Trilingual (Portuguese) is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks to ensure ongoing compliance of metrics assigned to the account.
| Referenca jezika |
|---|
| English |
| Portuguese |
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.
