Operations Team Leader

TELUS Digital; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader to guide a frontline agent team toward consistent performance and high-quality customer service. You will coach, monitor, and develop staff, ensuring adherence to policies while driving improvements in service levels and efficiency.

The role emphasizes data-informed decisions and effective communication across the organization. The successful candidate will bring leadership experience in a 24/7 or high-demand environment, strong organizational

Qualifications

• Leadership experience (2 years+).
• Able to supervise a frontline team and deliver results.
• Strong communication across levels and data-informed decisions.
• Experience in call center operations or related service environment.

Responsibilities

• Supervise agent personnel including hiring, monitoring and evaluating performance.
• Ensure adherence to company policies and labor regulations.
• Track and report team productivity and quality results.
• Drive improvements in service levels, efficiency and costs.
• Provide on-the-job training and coaching.

Skills

Leadership

Communication

Problem-solving

Data analysis

Emotional intelligence

Coaching

Team management

Content moderation

Education

High School Diploma or equivalent

Tools

MS Office Suite

Job description

Operations Team Leader

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it's our caring culture that defines who we are and why you'll want to become part of our family.

Description

Operations Team Leader

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better – it's our caring culture that defines who we are and why you’ll want to become part of our family.

Position Overview

Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics. Ensure customer contacts are handled professionally and with efficient resolution. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Distinguishing Characteristics

A successful Team Leader stands out through their exceptional ability to blend emotional intelligence with operational excellence. They demonstrate a unique combination of resilience and adaptability, effectively navigating their teams through high‑pressure situations while maintaining objectivity and a positive environment. What truly sets them apart is their talent for translating strategic objectives into actionable goals while simultaneously developing their team members’ capabilities. They excel in situational leadership, knowing precisely when to coach, when to direct, and when to empower their team. Their success stems from their ability to maintain unwavering composure under pressure, make data‑informed decisions, and foster an inclusive atmosphere where both individual growth and team performance flourish. Above all, they serve as a bridge between strategic vision and day‑to‑day execution, consistently delivering results while building trust and maintaining the delicate balance between people development and operational demands.

Specific Responsibilities May Include

• Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions
• Ensures adherence to all TELUS and 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 reviews data; report findings, interprets results and/or make recommendations
• Ensure adherence to TELUS ePerformance policy
• Manage and motivate call center staff to meet performance goals
• Complete performance evaluations for staff and recommend increases or advancement
• Perform other duties as assigned

Qualifications

Required Experience, Skills & Competencies:

• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment

Leadership & Management Skills

• 2 years of leadership experience.
• Strategic team oversight with effective workforce optimization and resource allocation
• Expert conflict resolution and team dynamics management
• Ability to translate strategy into actionable team objectives and drive deadline‑oriented deliverables
• Advanced coaching capabilities for team growth and development
• Situational leadership adaptability
• Ability to execute inbound programs to ensure service levels and financial objectives are met

Communication & Interpersonal Skills

• Excellent presentation, verbal, and written communication skills across all organizational levels
• Strong interpersonal skills with ability to deliver constructive feedback professionally
• Ability to present ideas, concepts, and concerns in a well‑thought‑out and positive manner

Analytical & Problem‑Solving Skills

• Strong critical thinking and analytical skills with solution‑driven approach
• Data‑driven performance tracking and analysis
• Ability to balance strategic thinking with practical problem‑solving

Personal Attributes

• Strong emotional intelligence and resilience, with ability to coach these skills in others
• Sound stress‑management skills with ability to maintain composure under pressure
• Exceptional organizational skills, attention to detail, and time management
• Ability to perform duties objectively and maintain confidentiality
• Self‑motivated with initiative to pursue continuous improvement
• Adaptability to change and comfort in ambiguous environments
• Demonstrates accountability while maintaining a positive outlook
• Ability to work independently in a dynamic, fast‑paced atmosphere

Technical Skills

• Strong proficiency in MS Office Suite (Windows, Word, Excel, Outlook)

Preferred Experience, Skills & Competencies

• Knowledge of call center operations
• Experience in content or community moderation
• Current pursuit or completion of iAspire training (internal applicants)

TELUS Values

TELUS recognizes and embraces the importance of values in our ever‑changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:

• We passionately put our customers and communities first
• We embrace changes and innovate courageously
• We grow together through spirited teamwork

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.

Internal Transfer Eligibility

• Meet all requirements listed on the Job Description
• Have prior leadership experience or completed the leadership bootcamp program
• Have been in their current role for a minimum of six (6) months
• Have no active Hint 2 or 3
• Be meeting or exceeding performance requirements

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real‑world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX™, an enterprise‑grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.