Team Leader (French & English)

Short company description

TELUS Digital (NYSE & TSX: TIXT) crafts unique and enduring experiences for customers and employees, and creates future-focused digital transformations that stand the test of time. We are the brand behind the brands. Our global team members are both passionate ambassadors of our clients’ products and services, and visionary technology experts resolute in our pursuit to elevate their end customer journeys, solve business challenges, mitigate risks, and drive continuous innovation. Our portfolio of capabilities spans digital customer experience and digital solutions, including digital IT services, such as cloud solutions and AI-fueled automation, trust and safety services, AI data solutions, including expertise in computer vision, and front-end digital design and consulting services. Fuel iX is TELUS Digital’s proprietary GenAI engine at the heart of our innovation, helping enterprises advance their GenAI pilots to working prototypes and production at scale, quickly, securely and responsibly across multiple environments, applications and clouds.

Powered by purpose, TELUS Digital leverages technology, human ingenuity and compassion to fuel remarkable outcomes and create inclusive, thriving communities in the regions where we operate around the world. Guided by our Humanity-in-the-loop principles, we take a responsible approach to the transformational technologies we develop and deploy by proactively considering and addressing the broader impacts of our work. Learn more at: telusdigital.com

TELUS International’s unique caring culture promotes diversity and inclusivity through its policies, team member resource groups and workshops, and equal employment opportunity hiring practices across the regions where it operates. The company is building stronger communities and helping those in need through large-scale volunteer events that have positively impacted the lives of more than 250,000 citizens around the world and through its five TELUS International Community Boards that have provided $4.6 million in funding to grassroots charitable organizations since 2011. Learn more at: telusinternational.com.

Requirements

General skills and experience:
- Fluent in French and English (spoken and written)
- Previous experience Management position in a call center environment

Managerial/Supervisory experience
- Excellent people management and leadership skills
- Create an environment orientated to trust, open communication, creative thinking & cohesive team effort
- Motivate & inspire team members
- Lead by setting a good example (role model)
- Facilitate problem solving & collaboration
- Coach team members and provide feedback

Communication skills:
- Management informing and excellent collaboration with the external client
- Ability to communicate in an assertive way

Analytical and organisational skills:
- Analyze team results and draw relevant conclusions
- Create and implement action plans
- Delegate activities to the team members
- Handle deadlines

Responsibilities

Your responsibilities:

- Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
- People Management - provide day-to-day coaching, direction and leadership to front line team members
- Includes performance management and development; facilitating team meetings; escalation resolution and response
- Implement and track appropriate performance objectives and measures to support team members and customer satisfaction while maintaining operational excellence and cost effectiveness
- Identify, plan and execute key operational improvements to enhance customer experience
- Proactively observe and report real-time call drivers that impact the customer experience

Other info

We offer:
Stable job - we offer permanent labor contracts
International career - we offer regular training and international career opportunities
Multilingual exposure - we serve international clients daily – join us and improve your spoken and written language skills with native speakers
Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
Community projects - we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!