CX Operations Team Lead - Sales & Coaching

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

Job summary

TELUS Digital in Cape Town seeks an Operations Team Leader to guide a team of customer service representatives. You will coach performance, monitor metrics, and support the team to achieve targets while maintaining strong client satisfaction.

The role emphasizes leadership, training, and data-driven decision making, with responsibilities including reporting, incentive design, and process improvements to optimize service delivery.

Qualifications

• Bachelor’s degree or equivalent required.
• Prior supervisory experience in a contact center.
• Strong communication and analytical skills.
• Familiarity with call center software and reporting tools.

Responsibilities

• Leads and manages a CSR team to meet daily/weekly/monthly targets.
• Coaches, mentors and delivers performance feedback.
• Prepares and submits team performance reports to management.
• Handles escalations and ensures policy updates are communicated.
• Designs incentive programs to boost service levels and morale.

Skills

Supervisory skills

Team leadership

English communication

Time management

Attention to detail

Presentation skills

Education

Bachelor’s degree in any field

Six Sigma Yellow Belt

PEP courses

Client-specific Certification

HR for Non-HR

WFM Orientation

LEAD

Tools

CMS/IEX Baleen

Blue Pumpkin

MS Office

Job description

TELUS Digital in Cape Town seeks an Operations Team Leader to guide a team of customer service representatives. You will coach performance, monitor metrics, and support the team to achieve targets while maintaining strong client satisfaction.

The role emphasizes leadership, training, and data-driven decision making, with responsibilities including reporting, incentive design, and process improvements to optimize service delivery.