Customer Experience Team Leader

About the role

The Customer Experience Team Leader supports a group of Customer Experience Analysts on TELUS programs, ensuring tasks are executed efficiently and that analysts grow professionally. The role involves analyzing service quality, generating reports, and collaborating with other regional leaders to share best practices.

Key responsibilities

• Conduct root cause and process gap analyses for executive escalations, client complaints, and KPI impacts such as CSAT, DSAT, T2B, and B2B.
• Maintain tool usage, self‑train on new versions, and coordinate with IT and TI points of contact to report outages.
• Generate internal and external client reports on Customer Experience data and RCA findings.
• Meet with AGM and CE Manager to present trends, recommendations, and operational KPI improvements.
• Ensure analysts comply with health‑check audits and call‑listening compliance standards.

Required profile

• Minimum 6 months of leadership experience in the BPO industry.
• Flexibility to work onsite and adapt to schedule changes.
• Bachelor’s degree in any field (desirable).
• Experience in quality control and Lean Six Sigma Yellow Belt (desirable).

Required skills

• Proficiency with Microsoft Office applications.
• Strong knowledge of Google Sheets.
• Familiarity with Looker Studio (formerly Data Studio) – desirable.