Hybrid CX Operations Team Lead

TELUS Digital India; Ciudad de México; Hybrid; MXN 350,000 - 500,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader CX Operations to supervise a team of representatives delivering customer support. You will monitor calls/emails, drive KPI achievement, and maintain quality assurance while coordinating with the client and handling escalations.

The role requires on-site availability and flexibility to work from home as needed, with a focus on motivating the team, managing performance, and ensuring timely payroll and day-to-day operations.

Qualifications

• Third year or graduate of Business Administration, Industrial Engineering or related career - Desirable
• Proven experience as a Team Leader - Desirable
• Proven experience in personnel management - Desirable

Responsibilities

• Monitor and evaluate calls and emails/cases for the team
• Drive performance and monitor KPIs, schedule adherence and productivity
• Develop action plans and coach team members to ensure quality and customer satisfaction
• Maintain daily client communication and ensure payroll submission and day-to-day operations

Skills

English - B2

Team leadership

Customer service

Time management

Motivation techniques

Education

Business Administration / Industrial Engineering (desirable)

Tools

Google Apps for Work

Excel (Pivot Tables, VLOOKUP)

Job description

TELUS Digital is seeking an Operations Team Leader CX Operations to supervise a team of representatives delivering customer support. You will monitor calls/emails, drive KPI achievement, and maintain quality assurance while coordinating with the client and handling escalations.

The role requires on-site availability and flexibility to work from home as needed, with a focus on motivating the team, managing performance, and ensuring timely payroll and day-to-day operations.