Operations Team Lead at TELUS

Description and Requirements

• Leads and manages a team of CSS'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.

Required skills + qualities (technical):

• At least one year call center experience within TI and/or as a Team Captain/Team Leader in other call centers, specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.
• Working knowledge of call center operations and organization required.  
• Prior knowledge of client-specifics (i.e. nature of account, metrics, client applications, etc…) preferred.  
• Proficiency with Google workspace and other call center-specific software / systems (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...)

Required skills + qualities (non-technical):

• Supervisory and people-management skills.  
• Project management skills.  
• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills.   
• Adaptive to changing work schedules and working hours.  
• Active listening skills.  
• Operates with minimal supervision.  
• Customer orientation.  
• Time Management and Multitasking skills.  
• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.  
• Presentation Skills.