CX Operations Team Lead - Sales & Service

TELUS Digital India; Cape Town; On-site; ZAR 420,000 - 600,000; Full time

Job summary

TELUS Digital seeks an Operations Team Leader to manage a CSR team, coach performance, and drive service levels across calls and customer interactions. The role emphasizes data reporting, workflow optimization, and coordinating with the Operations Manager to meet client metrics.

The ideal candidate has a background in call center operations, proven leadership, and strong English communication, with experience in Microsoft Office and industry tools.

Qualifications

• Bachelor’s degree in any field.
• Completion of PEP courses, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt.
• At least one year of call center experience.
• Proficiency with MS Office and call center software (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Coach and mentor the CSR team to meet and exceed metrics.
• Monitor performance against account/program metrics and prepare regular reports.
• Handle escalations and provide coaching to improve performance.
• Facilitate regular training and feedback sessions; manage payroll-related tasks as needed.

Education

Bachelor’s degree

Tools

CMS/IEX

Baleen

Blue Pumpkin

MS Office

Job description

TELUS Digital seeks an Operations Team Leader to manage a CSR team, coach performance, and drive service levels across calls and customer interactions. The role emphasizes data reporting, workflow optimization, and coordinating with the Operations Manager to meet client metrics.

The ideal candidate has a background in call center operations, proven leadership, and strong English communication, with experience in Microsoft Office and industry tools.