Lead, Customer Support Operations

TELUS Digital

Las Vegas (NV)

On-site

USD 65,000 - 90,000

Full time

5 days ago

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Job summary

TELUS Digital in Las Vegas is seeking a Team Leader to guide and develop our Customer Support Representatives, driving service excellence for a leading tax preparation service. You will align team performance with key metrics, coach agents, and communicate results to the Operations Manager.

This role requires emotional intelligence, operational discipline, and the ability to translate strategy into actionable goals.

Qualifications

2+ years of leadership experience 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 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