• Applicants should be available and willing to work on site and/or from home depending on business needs.***

Customer Experience, Customer Experience Sr Team Leader

Position overview:

The Customer Experience Sr Team Leader is in charge of guiding the Customer Experience Analyst II ensuring accuracy on listening and creating reports which facilitates to identify trends and actions paths. Leads Analysts through investigations to determine reasons that keep the LOBs from providing the expected service: and guiding the Customer Experience Analyst IV, supporting and onboarding staff members in the Coaching Culture. Also is responsible for providing ongoing coaching support and consultation to all TELUS lines of business. Teaches, facilitates, and adapts the coaching methodology to their needs using coaching tools and techniques. Delivers Coaching Onboarding to new staff members to ensure the TELUS Coaching Culture is sustainable.

Key responsibilities:

Plan strategies to ensure internal and external clients are satisfied with the team performance; Innovative and successful initiatives and/or projects which impact positively the most needed KPI of each LOB; Gain trust and credibility from stakeholders through accuracy and ‘add-value’ deliverables; have a constant and open communication with the support person to ensure alignment on vision and strategy; build and open relationship based on open communication with the LOB Stakeholder, providing findings, recommendations and follow ups. Provide the tools and help needed to CS to preserve the Coaching Culture of all TELUS Accounts: supplies, budget and follow up; develop individually and collectively the Behavioral Attributes based on Telus values; ensure each team member has the proper training to perform successfully on their role; among others.

Requirements & Core Competencies:

• Schedule flexibility
• Managing self development
• Embracing technology
• Focusing on customers
• Giving support

Leadership competences:

• Providing leadership
• Leading change
• Building effective team 
• Managing stakeholders
• Analytical skills.
• Result Oriented.
• Teamwork.
• Focus on problem-solving and decision-making.
• Internal and External Customer Orientation.
• Ability to work under pressure.
• Client relationship management

Functional competencies:

• Excel – Advanced
• Six Sigma knowledge is a plus.
• Customer Service – Advanced
• Motivation Theory – Advanced
• Feedback techniques, learning and development – Advance
• Quality Processes – Advanced

Qualifications:

• English – B2:
• Oral and written comprehension
• Appropriate use of language
• A third-year level or graduate of Business Administration, Industrial Engineering or related career – Desirable
• Previous experience in staff position – Desirable

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.

Additional Job Description

The Customer Experience Sr Team Leader is in charge of guiding the Customer Experience Analyst II ensuring accuracy on listening and creating reports which facilitates to identify trends and actions paths. Leads Analysts through investigations to determine reasons that keep the LOBs from providing the expected service: and guiding the Customer Experience Analyst IV, supporting and onboarding staff members in the Coaching Culture. Also is responsible for providing ongoing coaching support and consultation to all TELUS lines of business. Teaches, facilitates, and adapts the coaching methodology to their needs using coaching tools and techniques. Delivers Coaching Onboarding to new staff members to ensure the TELUS Coaching Culture is sustainable.

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.

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