Call Center Operations Lead & Team Coach

Telus Digital Europe; Cape Town; On-site; ZAR 420,000 - 640,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader to manage a CSR team and drive performance aligned with client metrics. The role emphasizes coaching, performance feedback, and data reporting to improve outcomes and profitability. Experience with payroll-related tasks and HR administration is a plus.

The candidate will lead daily/weekly objectives, conduct performance reviews, and coordinate cross-functional training to maintain high service levels and team engagement.

Qualifications

• Experience leading a CSR team and coaching members.
• Ability to monitor performance against metrics and provide guidance.
• Familiarity with payroll templates and HR administration tasks.
• Proven capability in data reporting and performance reviews.

Responsibilities

• Manage and oversee activities of a CSR team to meet standards and client metrics.
• Provide coaching, mentoring, and performance feedback to team members.
• Prepare and review reports on team performance for the Operations Manager.
• Handle escalations and ensure adherence to policies and procedures.

Skills

Team leadership

Coaching

Performance feedback

Data reporting

Payroll knowledge

Tools

CMS

Payroll systems

Baleen metrics

Job description

TELUS Digital is seeking an Operations Team Leader to manage a CSR team and drive performance aligned with client metrics. The role emphasizes coaching, performance feedback, and data reporting to improve outcomes and profitability. Experience with payroll-related tasks and HR administration is a plus.

The candidate will lead daily/weekly objectives, conduct performance reviews, and coordinate cross-functional training to maintain high service levels and team engagement.