Operations Team Lead

Insight Global; Toronto; On-site; CAD 65,000 - 90,000; Full time

Job summary

TELUS Digital is seeking experienced Operations Team Leaders to support its growing Wireless Operations team serving the Canadian market. The role emphasizes coaching, engagement, and performance within a contact center environment.

The position oversees a team of 15–18 agents, with focus on development, performance feedback, and escalation management to ensure quality customer care and technical support.

Qualifications

• 2+ years in team leadership within contact center/BPO
• Experience coaching frontline customer service or tech support reps
• Bilingual in English and French
• Experience managing performance metrics and KPIs

Responsibilities

• Lead and develop a team of 15-18 agents
• Provide ongoing performance coaching and feedback
• Drive employee engagement and positive culture
• Monitor metrics and support improvement plans
• Conduct team meetings, 1-on-1s, and reviews
• Collaborate to address escalations and challenges
• Complete administrative, reporting, and staffing tasks

Skills

Team leadership

Coaching

Bilingual English/French

Communication skills

Performance management

Stakeholder collaboration

Job description

Job Description

TELUS Digital is seeking experienced Operations Team Leaders to support its growing Wireless Operations team in Morocco. This role is focused on leading high-performing customer care and technical support teams serving the Canadian telecommunications market.

The ideal candidate is a people-first leader with a strong coaching mindset, experience developing customer service teams, and a proven ability to drive engagement, performance, and accountability within a contact center environment.

This position will oversee a team of approximately 15-18 agents and spend the majority of time coaching, developing, and supporting team performance.

Day-to-Day Responsibilities

Lead, coach, and develop a team of 15-18 customer care and technical support representatives

Provide ongoing performance coaching and feedback to improve individual and team results

Drive employee engagement initiatives and foster a positive team culture

Monitor key operational metrics and support performance improvement plans

Conduct team meetings, one-on-ones, and performance reviews

Support quality, productivity, customer experience, and attendance goals

Collaborate with cross-functional stakeholders to address escalations and operational challenges

Complete administrative, reporting, and staffing-related activities as required

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

2+ years of experience in a Team Leader, Team Manager, Supervisor, or similar leadership role within a contact center/BPO environment

Experience coaching and developing frontline customer service or technical support representatives

Bilingual in English and French

Strong leadership, communication, and interpersonal skills

Demonstrated success improving employee performance and engagement

Experience managing performance metrics and operational KPIs

High level of professionalism, integrity, and accountability

Ability to work onsite in Casablanca on a full-time basis Telecommunications industry experience

Experience supporting Canadian clients or customers

Experience leading business customer support teams

Sales coaching or sales performance management experience