Operations Team Leader

About the role

TELUS Digital Morocco is looking for an Operations Team Leader to lead and manage a team of customer service representatives (CSR) in call center operations. The role covers daily performance monitoring, coaching, reporting, incentive programs and acting as a first point of contact for HR-related grievances.

Key responsibilities

• Lead and supervise a team of CSRs, ensuring they meet or exceed daily, weekly and monthly goals and metrics
• Conduct performance management, planning, assessment and feedback meetings, and provide coaching and mentoring
• Monitor performance throughout the shift and handle escalations from CSRs, deciding who can handle complex calls
• Prepare reports on top and bottom performers, using metrics such as Baleen to reward, coach and recognize agents
• Brainstorm with fellow Team Leaders and the Operations Manager on team issues, analyze performance drivers, design incentive programs and improve working conditions
• Submit team performance reports to the Operations Manager and turn them into action plans
• Coordinate recurrent training and weekly sessions on policy and procedural updates
• Motivate the team through regular team activities and incentive-based programs
• Manage the queue and control abandoned calls using CMS, hold time and AHT, while keeping service levels up
• Act as HR and HRBP point of contact for grievances (attendance, performance, behavior, attitude) and handle compensation and benefits matters such as payroll disputes and overtime tracking

Required profile

• Bachelor's degree in any field
• At least one year of call center experience within TIP and/or as a Team Captain/Team Leader in Customer Care, Marketing and Sales or Technical Support
• Working knowledge of call center operations; prior knowledge of client specifics preferred
• Internal applicants must be regular, active team members with no active disciplinary sanctions and no CCTS complaint, executive escalation or fraud alert in the last 6 months
• Lateral movement applicants must have at least 6 months of continuous tenure in the current role
• Promotion applicants must have at least 2 years of tenure, no disciplinary sanctions in the last year, and an "Achieving" scorecard average over 6 months
• Completion of the Explore course in MyGrowth

Required skills

• PEP courses, Client-specific certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt
• Proficiency with MS Office (Word, Excel, PowerPoint) and call center systems such as CMS/IEX, Baleen, Blue Pumpkin
• Supervisory, project management and people-management skills, excellent English, adaptability and problem-solving