Operations Team Leader — Drive Performance & Growth

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

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