CX Operations Team Leader & Coach

TELUS Digital India; Las Vegas (NV); On-site; USD 65,000 - 80,000; Full time

Job summary

TELUS Digital in Las Vegas is seeking a Team Leader CX Operations to guide Customer Support Representatives in delivering high-quality service for a leading tax preparation client. You will mentor, monitor performance, and drive improvements in service levels while aligning with financial objectives.

Ideal candidates bring 2+ years of leadership experience, strong communication, and the ability to translate strategy into actionable team goals in a fast-paced environment.

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.
• Ability to successfully complete a background check and employment verification.

Responsibilities

• Supervise agent personnel including hiring, monitoring, and evaluating performance.
• Adhere to TELUS and Nevada State labor policies.
• Track and measure productivity and quality results for individuals and team.
• Drive improvements in service levels, efficiency and cost management.
• Provide on-the-job training and coaching to team members.
• Analyze data, summarize findings and make recommendations.

Skills

Leadership

People management

Communication

Analytical thinking

Emotional intelligence

Data-driven

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

TELUS Digital in Las Vegas is seeking a Team Leader CX Operations to guide Customer Support Representatives in delivering high-quality service for a leading tax preparation client. You will mentor, monitor performance, and drive improvements in service levels while aligning with financial objectives.

Ideal candidates bring 2+ years of leadership experience, strong communication, and the ability to translate strategy into actionable team goals in a fast-paced environment.