Operation Team Leader – Wireless Care

About the role

The Operation Team Leader will oversee a team of Customer Service Representatives within TELUS Digital’s Wireless Care program, ensuring that performance meets both company and client standards while driving productivity and profitability.

Key responsibilities

• Manage and supervise a team of CSR agents, monitoring daily activities and performance metrics.
• Provide coaching, mentoring, and performance feedback to improve individual and team results.
• Track and report team performance data, identifying trends and areas for improvement.
• Handle administrative duties such as payroll template preparation and other team‑related paperwork.
• Motivate agents to achieve professional growth targets and enhance overall account productivity.

Required profile

• Current regular employee of TELUS Digital Morocco with no disciplinary actions in the past 12 months.
• Minimum tenure: 1 year for promotion to Officer level, 2 years for Manager level, or 1 year for lateral moves.
• Consistently meets or exceeds scorecard objectives and TELUS values (average 6‑month scorecard of “ACHIEVING” for promotion, “DEVELOPING” for lateral moves).
• Must attach a resume in Workday and obtain approvals from immediate manager and HR Business Partner.

Required skills