Customer Care Team Coach & Frontline Support Lead

TELUS Digital India; Las Vegas (NV); On-site; USD 60,000 - 90,000; Full time

Job summary

TELUS Digital, an equal opportunity employer, seeks a leadership-support professional in Las Vegas to partner with Team Leaders, coach and develop teams, and ensure program goals are met. You will support front-line agents via chat and in-person, deliver training, and conduct quality evaluations to drive improvements.

Responsibilities include frontline assistance, escalation management, and ensuring attendance and performance targets are met.

Qualifications

• Currently a Team Member in the H&R Block campaign
• 3 months to 1 year front line agent experience
• 3 months to 1 year of leadership experience would be an asset
• Current or previous Mentorship role - floor walking is considerable
• Meeting or exceeding all metrics in your current role
• Minimum of 90% attendance
• No hint 2 or 3
• Flexible availability
• Consistently displaying a high performance and ownership attitude
• Current or previous Mentorship role
• Flexibility to work a 40 hr work week during any day/any shift as needed within the program's hours of operation: 5:00 am - 6:00 pm PST 5 or 6 days a week (during HRB "off season"), 5:00 am - 10:00 pm PST, 7 days a week (during HRB "peak season")
• High school diploma or equivalent

Responsibilities

• Assist the Team Leader to coach and develop their assigned Team
• Provide support for our Team Leads
• Support agents by assisting them and answering questions via Support Chat or in person in floor walking capacity
• Deliver huddles and training as requested by the Team Leader to support learning and development
• When requested by the Team Leader to perform quality evaluations; using extraordinary care, guidelines and provide feedback to the Team Leader and the agent, to coach for improvement.
• Evaluations could be via live monitoring, recorded calls or side by side opportunities.
• Take Supervisor Escalation calls, Coach individual agents for improvement when required
• Escalate situations to the Team Leader as appropriate when there are issues with queues that present a risk to the business
• Be available for the front line support. Required to complete front line call/chat support for a portion of their shift
• Other duties as required

Skills

Leadership

Coaching

Customer service

Communication

Mentorship

Attendance

Flexible availability

Front line support

Problem solving

Education

HS diploma

Undergrad preferred

Job description

TELUS Digital, an equal opportunity employer, seeks a leadership-support professional in Las Vegas to partner with Team Leaders, coach and develop teams, and ensure program goals are met. You will support front-line agents via chat and in-person, deliver training, and conduct quality evaluations to drive improvements.

Responsibilities include frontline assistance, escalation management, and ensuring attendance and performance targets are met.