Team Leader

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 focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With over 70,000 team members and supporting 50+ languages in thirty-two (32) Countries across North and Central America, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking and a caring culture that puts customers first. The company's solutions cover customer experience, digital transformation, IT lifecycle, advisory and digital consulting, risk and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services, fintech, gaming, travel & hospitality and healthcare industries.

Learn more at: telusdigital.com

Location: Cork, Ireland (Onsite)

Hours of Operation: 2:00 p.m. – 1:00 a.m., Monday to Sunday, subject to change

TELUS Digital is launching an exciting new team in our Cork office and is seeking experienced Team Leaders to join this high-profile new account. This team will support customers of a leading privacy-focused technology company that is helping shape a safer and more private internet experience through chat, email, SMS, and phone support channels.

As a Team Leader, you will play a critical role in supporting the day-to-day operations of a high-performing customer experience team. You will provide leadership, coaching, technical support, and performance management to Customer Experience Specialists while ensuring operational excellence, employee engagement, and client satisfaction.

This role requires a dynamic and motivated leader who thrives in fast-paced environments, builds strong client relationships, and inspires teams to consistently deliver exceptional customer experiences. You will be responsible for driving performance against KPIs and SLAs, supporting employee development, and acting as a key point of contact for client stakeholders.

Key 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

Required Skills and Experience

• 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

What We’re Looking For

• A passionate people leader who inspires confidence and accountability within their team
• A collaborative professional who values teamwork, transparency, and continuous improvement
• A customer-focused leader who understands the importance of quality and operational excellence
• A resilient and adaptable individual who thrives in dynamic and evolving environments
• A proactive communicator who can build strong relationships across all levels of the organisation and with clients

TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all candidates must demonstrate behaviors that are reflective of our values:

• We embrace change and initiate opportunity
• We have a passion for growth
• We believe in spirited teamwork
• We have the courage to innovate

At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.