Team Leader CX Operations

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

Position Overview

The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth.

Description

Position: Operations Team Leader

Department: Operations

Reports to: Operations Manager

FLSA Status: Non-Exempt

Position Overview: The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth. The Team Leader role will provide direction and guidance to a team of Customer Support Representatives to ensure consistent achievement of key performance metrics. Ensure all transactions 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 the 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
• Ensure adherence to all 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

Professional Qualifications

Required Experience, Skills & Competencies

• 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

Leadership & Management Skills

• 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

Internal Transfer Eligibility Requirements

In order to be considered for a transfer to another role, campaign or position, Team Member must:

• Be a current Robinhood team member who meets the minimum requirements listed on the job description and who has successfully completed training, or a current Team Leader on the TikTok account
• Have no active Hint 2 or 3 corrective actions
• Be meeting or exceeding performance requirements consistently over the last 3 months

TELUS 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.

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.

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.

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