Team Leader

About TELUS Digital

TELUS Digital emphasizes human connections to create and implement advanced, customer-centric digital experiences. With a workforce exceeding 70,000 team members supporting more than 50 languages in 32 countries across North and Central America, Europe, and Asia, it fosters innovation in customer experiences through a culture of teamwork, agility, and care. Their offerings include customer experience, digital transformation, IT lifecycle, advisory, digital consulting, risk management, and back-office support services across diverse industries such as technology, finance, gaming, travel, hospitality, and healthcare.

Team Leader Role Overview

Based at the Cork office working onsite, the Team Leader will oversee a newly established team providing support to customers of a prominent privacy-oriented technology company. The work schedule is from 2:00 p.m. to 1:00 a.m., Monday to Sunday, with possible changes. The role is pivotal in managing daily operations of a high-performing customer experience team, offering leadership, coaching, technical guidance, and performance oversight to Customer Experience Specialists while ensuring excellent operational outcomes, employee engagement, and client satisfaction.

Primary Responsibilities

• Guide, motivate, and inspire a team to deliver outstanding customer experiences and meet SLA/KPI goals.
• Enhance team performance through consistent coaching, one-on-one meetings, reviews, and development plans.
• Maintain strong relationships with clients, serving as the main operational liaison for escalations, updates, and performance reviews.
• Oversee daily operational tasks including schedule management, attendance tracking, workload distribution, shift approvals, and productivity analyses.
• Identify trends and customer issues to drive process improvements and optimize workflows.
• Manage escalated customer concerns and stay connected with frontline activities to support team effectiveness.
• Collaborate with departments like Training, Quality, HR, Workforce Management, and Operations to achieve business and operational goals.
• Ensure adherence to company policies and people management protocols such as attendance and performance management.

Required Qualifications and Experience

• Proven leadership experience in customer service, operations, or contact centre management.
• Strong skills in motivating, coaching, and developing teams to high performance standards.
• Excellent communication, presentation, and stakeholder engagement abilities.
• Effective organizational and time management capabilities to prioritize workloads in dynamic settings.
• Experience with monitoring and managing KPIs, SLAs, and performance metrics.
• Ability to work well within diverse, multicultural teams.
• Adaptable coaching strategies tailored to individual learning needs.
• Track record of fostering positive team culture and boosting employee engagement.
• Competence in managing attendance, scheduling, and operational administrative duties.
• Experience in addressing escalated customer issues and facilitating resolution processes.
• Strong command of English at C1/C2 proficiency.

Preferred Traits and Values

• Passionate leader cultivating accountability and confidence in their team.
• Collaborative professional valuing teamwork, transparency, and ongoing improvement.
• Customer-centric leader committed to quality and operational excellence.
• Resilient and adaptable, excelling in changing environments.
• Proactive communicator with the ability to build strong relationships at all organizational levels.

Company Culture and Values

• Embrace change and actively seek opportunities.
• Commit to personal and professional growth.
• Promote spirited teamwork.
• Display courage to innovate continuously.

TELUS Digital is devoted to fostering diversity and equitable employment opportunities based on ability.