CX Operations Leader — Elevate Service & Team Growth

TELUS Digital; Las Vegas (NV); On-site; USD 60,000 - 85,000; Full time

Job summary

TELUS Digital is seeking a Team Leader CX Operations to guide and develop Customer Support Representatives in delivering exceptional service for a leading tax preparation brand. The role blends leadership, operational excellence, and emotional intelligence to drive team performance while fostering growth.

Responsibilities include supervising staffing and performance, driving service levels, and providing on-the-job training.

Qualifications

• 2+ years of leadership experience managing people in service delivery environments
• Ability to complete a background check and employment verification
• Flexibility to work various schedules in a 24/7 environment

Responsibilities

• Supervise agent personnel including hiring, monitoring, and evaluating performance
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies and cost management
• Provide on-the-job training and coaching to team members
• Analyze, summarize, and review data; report findings and make recommendations
• Perform performance evaluations and support staff development

Skills

Leadership

Communication

Emotional intelligence

Analytical thinking

Coaching

Situational leadership

MS Office proficiency

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

TELUS Digital is seeking a Team Leader CX Operations to guide and develop Customer Support Representatives in delivering exceptional service for a leading tax preparation brand. The role blends leadership, operational excellence, and emotional intelligence to drive team performance while fostering growth.

Responsibilities include supervising staffing and performance, driving service levels, and providing on-the-job training.