CX Operations Team Lead (6-Month Assignment)

TELUS Digital; Las Vegas (NV); On-site; USD 60,000 - 80,000; Full time

Job summary

TELUS Digital in Las Vegas, NV seeks a Team Leader to guide and develop our Customer Support Representatives to deliver exceptional service for a leading tax preparation brand. You will lead daily operations, coach agents, and ensure timely, accurate resolution while driving performance metrics and customer satisfaction.

This temporary assignment (about six months) emphasizes leadership, data-informed decision making, and the ability to translate strategy into actionable goals.

Qualifications

• 1+ years of leadership experience managing people in service delivery environments.
• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification

Responsibilities

• Supervise agent personnel including: hiring, monitoring, and evaluating performance, and initiating corrective or disciplinary actions
• Ensure adherence to all TELUS and Nevada State labor policies
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies & cost management
• Provide assistance and/or on-the-job training
• Analyze, summarize, and/or review data; report findings, interpret results and/or make recommendations
• Ensure adherence to TELUS ePerformance policy
• Manage and motivate staff to meet performance goals
• Complete performance evaluations for staff and recommend increases or advancement
• Perform other duties as assigned

Skills

Leadership experience

Flexibility

Background check

Communication

Emotional intelligence

Data analysis

Education

High School Diploma or equivalent

Tools

Google Workspace

Job description

TELUS Digital in Las Vegas, NV seeks a Team Leader to guide and develop our Customer Support Representatives to deliver exceptional service for a leading tax preparation brand. You will lead daily operations, coach agents, and ensure timely, accurate resolution while driving performance metrics and customer satisfaction.

This temporary assignment (about six months) emphasizes leadership, data-informed decision making, and the ability to translate strategy into actionable goals.