Customer Experience Team Leader - High-Impact Coaching

TELUS Digital; Cork; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

Job summary

TELUS Digital in Cork is launching an exciting new Team Leader role to support a high-performing Customer Experience team for a privacy-focused technology company. You will provide leadership, coaching, and performance management to Customer Experience Specialists while ensuring operational excellence.

The position demands a dynamic, motivated leader who thrives in fast-paced environments, builds client relationships, and drives performance against KPIs and SLAs.

Qualifications

• Current or previous people management experience in a customer service, operations, or contact centre environment.
• Strong leadership skills with the ability to motivate, coach, and develop high-performing teams.
• Excellent communication, presentation, and influencing skills with confidence engaging senior stakeholders and clients.
• Strong organisational and time management skills with the ability to prioritise effectively in a fast-paced environment.
• Experience managing performance metrics, KPIs, and SLA delivery.
• Strong interpersonal skills and the ability to work effectively in multicultural and diverse teams.
• Ability to adapt coaching and motivational styles to suit different individuals and learning approaches.
• Demonstrated ability to build positive team culture and drive employee engagement.
• Proven experience managing attendance, scheduling, and operational administration responsibilities.
• Comfortable handling escalated customer issues and supporting resolution management.

Responsibilities

• Lead, coach, and inspire a team of Customer Experience Specialists to consistently deliver exceptional customer experiences and achieve SLA/KPI targets
• Drive team performance through regular coaching, one-to-ones, performance reviews, and development planning
• Build and maintain strong client relationships, acting as the primary operational contact for escalations, updates, and performance discussions
• Manage day-to-day operational activities including scheduling, attendance, workload allocation, shift approvals, and productivity monitoring
• Identify operational trends, customer pain points, and process improvement opportunities to enhance workflows and customer satisfaction
• Handle escalated customer issues and remain connected to frontline operations to better support team performance
• Partner cross-functionally with Training, Quality, HR, Workforce Management, and Operations teams to support business objectives and operational success
• Ensure compliance with company policies, procedures, and people management processes including attendance and performance management

Job description

TELUS Digital in Cork is launching an exciting new Team Leader role to support a high-performing Customer Experience team for a privacy-focused technology company. You will provide leadership, coaching, and performance management to Customer Experience Specialists while ensuring operational excellence.

The position demands a dynamic, motivated leader who thrives in fast-paced environments, builds client relationships, and drives performance against KPIs and SLAs.