Telus International

The Customer Experience Team Lead supports Customer Experience Analysts and ensures tasks / responsibilities are carried-out effectively and efficiently. Designs and implements career development plans for each Analyst to ensure maximum operational, client, and personal effectiveness. Responsible for analyzing, drafting and delivering recommendations to improve quality of service. Generates internal and external client reports on Customer Experience data and Root Cause Analysis (RCA).

• Analysis & Client Response - Conducts root cause and process gap analysis for executive escalations and client complaints, responding to clients promptly and brainstorming proactive solutions with operations.
• CE Audit Management - Manages CE audit findings, results, and their impact on customer experience KPIs, including processing disputes and collaborating on audit form guidelines.
• Tool Management & Operational Alignment - Ensures Verint tool usage, maintains updated data, and meets with management to discuss findings, trends, and recommendations for operational KPIs.
• Transactional Monitoring & Coaching - Ensures CE analysts comply with audits and targeted call listening, conducts re-audits, and provides coaching for skill development and performance improvement.
• Team & Client Management - Manages client communication, contributes to process improvement, monitors departmental morale, facilitates team discussions, resolves concerns, and handles administrative tasks.

Qualifications:

• Bachelor’s degree in any field
• Six Sigma Yellow Belt certified/trained
• Minimum of 2 years People Management Experience
• At least 4 years working experience in a call center with at least 3 years within the quality space
• Proficiency with MS Office applications (i.e. MS Word, Excel, Powerpoint)

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 passionately put our customers and communities first

We embrace change and innovate courageously

We grow together through spirited teamwork

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

EEO Statement

At TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.

Equal Opportunity Employer

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.