Operations Team Leader, CX Operations

About the role

TELUS Digital, a customer experience transformation partner, is hiring multiple Operations Team Leaders for its CX Operations team in El Salvador. The main objective is to ensure agents comply with account KPIs so that account objectives are met, while providing motivation and maintaining discipline within the team. Supervision includes customer support, handling escalations and meeting monthly call and case targets, floor walking, schedule adherence, productivity and quality assurance metrics, workday documentation and payroll submission, and daily communication with the client. Applicants must be available and willing to work on-site and/or from home depending on business needs.

Key responsibilities

• Monitor and evaluate calls, emails and cases, and continuously track the performance of the assigned team against its metrics.
• Enforce quality standards required by the account using motivational techniques to stimulate the team.
• Implement action plans and other measures to improve performance.
• Review productivity and quality assurance metrics for each team member.

Required profile

• Schedule flexibility and availability to work on-site.
• English at B2 level, oral and written comprehension.
• Desirable: third-year or graduate in Business Administration, Industrial Engineering or a related field.
• Desirable: proven experience as a team leader and in personnel management.

Required skills

• Advanced knowledge of Google Workspace tools (Google Drive, Google Calendar, Gmail).
• Advanced Excel (SUMIF, IF, AND, OR, VLOOKUP, Pivot Tables, filters, formatting).
• Advanced customer service and quality processes knowledge.