Basic Information

Ref number


Primary Location

Las Vegas

Description and Requirements

Position Overview: 

Team Supervisors are responsible for ensuring all customer contacts (calls, emails, chats) are handled professionally and with efficient resolution.  Provide direction and guidance to ensure consistent achievement of key performance metrics. Achieve, measure, report and communicate goal attainment for assigned team. Ensure team member attendance and adherence is in line with expectations and that their team is delivering on productive hour expectations. Ensure accurate and timely communication of issues to Operations Manager/Sr. Operations Manager.  Coach, mentor and develop agent team for skills expansion and promotional opportunities.  

Specific Responsibilities May Include:
  • Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls/emails/chats, addressing customer issues/complaints, troubleshooting, and service information).
  • 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.
  • 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.
  • 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 and upper management.
  • 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 team meetings that include 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. OneACD or CMS, hold time, AHT).
  • Ensures that passing service levels are met and/or exceeded by maximizing the headcount of CSR's on the floor.

  Required Experience, Skills & Competencies:
  • 1-2 years of call center leadership (other supervisory experience will be considered)
  • At least two years of call-based customer service experience (back office excluded) in the financial services or wireless space
  • Strong understanding of Google and web technologies
  • Thorough knowledge of call center operations
  • Flexibility with schedule for 24x7x365 operations
  • Strong analytical, problem-solving and troubleshooting skills
  • Understanding and ability to execute inbound/email/chat programs to ensure service levels and financial objective are met
  • Demonstrated ability to interact with peers, senior management and other departments in a professional manner
  • Strong organizational, leadership and interpersonal management skills
  • Demonstrated excellent communication skills both written and verbal
  • Must be able to foster a positive and productive work environment, with the ability to lead, build teams and motivate staff
  • Ability to work in a dynamic fast-paced atmosphere
  • Ability to coordinate activities or tasks of people and groups
  • Ability to maintain confidentiality
  • Demonstrated ability to communicate information and ideas clearly, and concisely in writing and verbally
  • Ability to take instructions from management and ensure follow up
  • Solid understanding of computer basics and Google applications (Google Docs, Gmail, Windows, Excel, word, Operating Systems, and the Internet

  Preferred Experience, Skills & Competencies:
  • Strong mobile applications orientation; Android experience
  • Bachelor’s Degree in Information Technology, Business or any relevant field
  • Second language verbal and/or written skills
  • Experience troubleshooting personal electronic devices (e.g., personal computers, smartphones, tablets), online downloads, transactions, applications, software and hardware issues

TELUS Values: 

TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
  • We embrace change and initiate opportunity
  • We have a passion for growth
  • We believe in spirited teamwork
  • We have the courage to innovate

At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability. 

Additional Job Description

Provides direction and guidance to team ensuring consistent achievement of key performance metrics.

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