Operations Team Lead

About the role

TELUS Digital is looking for an Operations Team Lead to manage a high‑performing customer care and technical support team serving the Canadian telecommunications market. Based in Casablanca, the role focuses on coaching, developing, and driving performance for a group of 15‑18 agents in a contact‑center environment.

Key responsibilities

• Lead, coach and develop a team of 15‑18 customer care and technical support representatives.
• Monitor operational metrics, create performance improvement plans and support quality, productivity and attendance goals.
• Conduct regular team meetings, one‑on‑ones and performance reviews.
• Drive employee engagement initiatives and foster a positive team culture.
• Collaborate with cross‑functional stakeholders to resolve escalations and operational challenges.

Required profile

• Minimum 2 years of experience in a Team Leader, Supervisor or similar role within a contact‑center/BPO environment.
• Proven ability to coach frontline customer service or technical support staff and improve performance.
• Bilingual in English and French with strong communication and interpersonal skills.
• High level of professionalism, integrity and accountability.
• Willingness to work onsite full‑time in Casablanca.

Required skills

• Leadership and team‑development experience.
• Experience managing performance metrics and operational KPIs.