CX Operations Team Lead: Coach & Elevate Performance

TELUS Digital; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader to guide and develop Customer Support Representatives in a fast-paced tax services environment. You will drive team performance, coach for growth, and ensure consistent achievement of KPI targets while maintaining high service levels.

Lead with emotional intelligence, translate strategy into actionable goals, and foster a positive, data-informed workplace. This on-site role reports to the Operations Manager and aligns with 24/7 scheduling needs.

Qualifications

• 2+ 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.
• Must be able to pass background check and employment verification.

Responsibilities

• Supervise agent personnel including hiring, monitoring, evaluating performance and corrective actions.
• Ensure adherence to TELUS and Nevada State labor policies.
• Track and measure individual and team productivity and quality results.
• Drive improvements in service levels, transactional efficiencies and cost management.
• Provide training and coaching to team members.
• Analyze data and communicate findings and recommendations.
• Manage performance evaluations and developmental opportunities.

Skills

Leadership experience

Communication skills

Emotional intelligence

Adaptability

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

TELUS Digital is seeking an Operations Team Leader to guide and develop Customer Support Representatives in a fast-paced tax services environment. You will drive team performance, coach for growth, and ensure consistent achievement of KPI targets while maintaining high service levels.

Lead with emotional intelligence, translate strategy into actionable goals, and foster a positive, data-informed workplace. This on-site role reports to the Operations Manager and aligns with 24/7 scheduling needs.