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Customer Experience, Customer Experience Team Leader

Basic Information

Ref Number

Req_00157735

Primary Location

SV - Antiguo Cuscatlan - Las Cascadas

Country

El Salvador

Job Type

Support Positions

Work Style

On Site

Description and Requirements

***Applicants should be available and willing to work on-site and/or from home depending on business needs.***



Customer Experience, Customer Experience Team Leader

Position overview:

The Team Leader supports Customer Experience Analysts for TELUS programs and ensures tasks/responsibilities are carried out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting, and delivering recommendations to improve the quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA). Additionally, partners up with other Customer Experience Team Leaders from other TELUS regions to identify and work on opportunities found in their region and share best practices among them

Key responsibilities:

Completes root cause, and process gap analysis for executive escalations, specific client complaints, results, and correlations between business needs and KPIs directly impacting customer experience (CSAT, DSAT, T2B, B2B, etc); Ensures tool’s usage, as well as self-train for all available versions, practices and maintains open communication with IT, and TI POC to report any outages, etc.; Maintains updated data to comply with recording % according to client SOW; Meets with AGM and CE Manager to reveal findings, trends, and recommendations that will benefit operational KPIs; Ensures CE analysts comply with health check audits, as well as targeted call listening compliance, processes development, among other, and performance metric results.


Requirements & Core competencies:

  • Schedule flexibility 

  • Availability to work on-site 

  • 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.

  • Proficiency with MS Office & Google applications

    • Google Sheets knowledge - Required

    • Looker Studio (previously Data Studio) - Desirable

  • Customer service - Advanced

  • Motivation Theory - Advanced

  • Quality processes - Advanced

  • Feedback techniques, learning, and development - Basic

Qualifications:

  • Bachelor’s degree in any field - Desirable

  • Experience in quality control - Desirable

  • Lean Six Sigma yellow belt training/certification - Desirable

  • Coaching for Excellence or other coaching methodologies - Mandatory



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.

Additional Job Description

The Team Leader supports Customer Experience Analysts for TELUS programs and ensures tasks/responsibilities are carried out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting, and delivering recommendations to improve the quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA). Additionally, partners up with other Customer Experience Team Leaders from other TELUS regions to identify and work on opportunities found in their region and share best practices among them


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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