Operations Team Leader

Operations Team Leader - Contact Center

Position Overview:

The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth.

The Team Leader role will provide direction and guidance to a team of Customer Support Representatives to ensure consistent achievement of key performance metrics. Ensure all transactions are handled professionally, and with efficient resolution. Achieve, measure, report and communicate goal attainment for assigned team. Ensure accurate and timely communication of issues to the Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Distinguishing Characteristics:

A successful Team Leader stands out through their exceptional ability to blend emotional intelligence with operational excellence. They demonstrate a unique combination of resilience and adaptability, effectively navigating their teams through high-pressure situations while maintaining objectivity and a positive environment. What truly sets them apart is their talent for translating strategic objectives into actionable goals while simultaneously developing their team members' capabilities. They excel in situational leadership, knowing precisely when to coach, when to direct, and when to empower their team. Their success stems from their ability to maintain unwavering composure under pressure, make data-informed decisions, and foster an inclusive atmosphere where both individual growth and team performance flourish. Above all, they serve as a bridge between strategic vision and day-to-day execution, consistently delivering results while building trust and maintaining the delicate balance between people development and operational demands.

Specific Responsibilities May Include:

• Supervise agent personnel including: hiring, monitoring, and evaluating performance, and initiating corrective or disciplinary actions
• Ensure adherence to all TELUS and Nevada State labor policies
• Track and measure individual and team productivity and quality results
• Drive improvements in overall service levels, transactional efficiencies & cost management
• Provide assistance and/or on-the-job training
• Analyze, summarize, and/or review data; report findings, interpret results and/or make recommendations
• Ensure adherence to TELUS ePerformance policy
• Manage and motivate staff to meet performance goals
• Complete performance evaluations for staff and recommend increases or advancement
• Perform other duties as assigned

Required Experience, Skills & Competencies:

Professional Qualifications

• 2 years of leadership experience managing people in service delivery environments
• High School Diploma or equivalent
• Flexibility to work various schedules in a 24/7 environment
• Ability to successfully complete a background check and employment verification
• Onsite position in Las Vegas

Leadership & Management Skills

• Strategic team oversight with effective workforce optimization and resource allocation
• Expert conflict resolution and team dynamics management
• Ability to translate strategy into actionable team objectives and drive deadline-oriented deliverables
• Advanced coaching capabilities for team growth and development
• Situational leadership adaptability
• Ability to execute inbound programs to ensure service levels and financial objectives are met

Communication & Interpersonal Skills

• Excellent presentation, verbal, and written communication skills across all organizational levels
• Strong interpersonal skills with ability to deliver constructive feedback professionally
• Ability to present ideas, concepts, and concerns in a well-thought-out and positive manner

Analytical & Problem-Solving Skills

• Strong critical thinking and analytical skills with solution-driven approach
• Data-driven performance tracking and analysis
• Ability to balance strategic thinking with practical problem-solving

Personal Attributes

• Strong emotional intelligence and resilience, with ability to coach these skills in others
• Sound stress-management skills with ability to maintain composure under pressure
• Exceptional organizational skills, attention to detail, and time management
• Ability to perform duties objectively and maintain confidentiality
• Self-motivated with initiative to pursue continuous improvement
• Adaptability to change and comfort in ambiguous environments
• Demonstrates accountability while maintaining a positive outlook
• Ability to work independently in a dynamic, fast-paced atmosphere

Technical Skills

• Strong proficiency in MS Office Suite (Windows, Word, Excel, Outlook)

Preferred Experience, Skills & Competencies:

• Knowledge of call center operations