Operations Team Leader

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

Operations Team Leader

Description

Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).

Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.

Conducts performance management activities for team members supervised.

Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.

Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.

Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.

Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.

Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls.

Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.

Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.

Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring.

Maintains transparency with the group on team / individual performance achieved.

Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.

Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.

Prepares and submits reports on team performance to the Operations Manager.

Discusses overall team performance in relation to the objectives of the Company and the program / account.

Determines areas for improvement of the account’s performance and translates these to action plans for the team.

Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents.

Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.

Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities.

Designs incentive-based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.

Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).

Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.

Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company’s policies / procedures and the Labor Code of the Philippines.

Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities.

Primarily handles grievances / issues (i.e. attendance, performance, behavior and attitude) prior to escalating these to the Human Resources - Business Partners.

Attends Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates.

Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.

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.