Job Description

Description and Requirements

Rejoignez une entreprise qui appr\xc3\xa9cie votre \xc3\xa9nergie, votre dynamisme et votre enthousiasme autant que vos comp\xc3\xa9tences. La majorit\xc3\xa9 de nos directeurs et managers ont d\xc3\xa9but\xc3\xa9 leur carri\xc3\xa8re en tant qu\'agents de premi\xc3\xa8re ligne. Et oui, nous offrons des salaires et des avantages comp\xc3\xa9titifs. Mais encore mieux - c\'est notre culture bienveillante qui d\xc3\xa9finit qui nous sommes et pourquoi vous voudrez faire partie de notre famille.

Aper\xc3\xa7u du poste :

Le Chef d\'\xc3\xa9quipe fournira des directives et des orientations pour garantir l\'atteinte constante des principaux indicateurs de performance. Assurer que les contacts clients sont g\xc3\xa9r\xc3\xa9s de mani\xc3\xa8re professionnelle et r\xc3\xa9solus efficacement. Atteindre, mesurer, rapporter et communiquer la r\xc3\xa9alisation des objectifs pour l\'\xc3\xa9quipe assign\xc3\xa9e. Assurer une communication pr\xc3\xa9cise et opportune des probl\xc3\xa8mes au Directeur des Op\xc3\xa9rations. Coacher, encadrer et d\xc3\xa9velopper l\'\xc3\xa9quipe d\'agents pour \xc3\xa9largir les comp\xc3\xa9tences et les opportunit\xc3\xa9s de promotion.

Responsabilit\xc3\xa9s sp\xc3\xa9cifiques peuvent inclure :

Superviser le personnel des agents, y compris : le recrutement, le suivi et l\'\xc3\xa9valuation des performances, et l\'initiation d\'actions correctives ou disciplinaires

Garantir le respect de toutes les politiques de travail et de performance

Suivre et mesurer la productivit\xc3\xa9 individuelle et collective ainsi que la qualit\xc3\xa9 des r\xc3\xa9sultats

Promouvoir l\'am\xc3\xa9lioration des niveaux de service globaux, des efficacit\xc3\xa9s transactionnelles et de la gestion des co\xc3\xbbts

Fournir de l\'aide et/ou une formation sur le terrain

Analyser, r\xc3\xa9sumer et/ou examiner les donn\xc3\xa9es ; rapporter les conclusions, interpr\xc3\xa9ter les r\xc3\xa9sultats et/ou formuler des recommandations

G\xc3\xa9rer et motiver le personnel du centre d\'appels pour atteindre les objectifs de performance

Effectuer des \xc3\xa9valuations de performance pour le personnel et recommander des augmentations ou des avancements

Effectuer d\'autres t\xc3\xa2ches assign\xc3\xa9es

Exp\xc3\xa9rience, Comp\xc3\xa9tences & Aptitudes Requises :

Exp\xc3\xa9rience ant\xc3\xa9rieure en leadership, gestion des personnes dans des environnements de prestation de services, exp\xc3\xa9rience ant\xc3\xa9rieure en centre d\'appels pr\xc3\xa9f\xc3\xa9r\xc3\xa9e

Orient\xc3\xa9 vers un service client\xc3\xa8le de qualit\xc3\xa9 avec une personnalit\xc3\xa9 positive et ax\xc3\xa9e sur les gens, visant \xc3\xa0 satisfaire les clients internes et externes

Ax\xc3\xa9 sur les solutions avec de solides comp\xc3\xa9tences en r\xc3\xa9flexion critique, capable d\'anticiper les besoins des clients et de proposer des options et des solutions

Excellentes comp\xc3\xa9tences en pr\xc3\xa9sentation - capacit\xc3\xa9 \xc3\xa0 pr\xc3\xa9senter des id\xc3\xa9es, des concepts, des pr\xc3\xa9occupations et des questions de mani\xc3\xa8re r\xc3\xa9fl\xc3\xa9chie, positive et professionnelle

Excellentes comp\xc3\xa9tences en organisation, en leadership, en relations interpersonnelles et en gestion du temps

Capacit\xc3\xa9 \xc3\xa0 suivre les instructions de la direction et \xc3\xa0 assurer le suivi

Compr\xc3\xa9hension et capacit\xc3\xa9 \xc3\xa0 ex\xc3\xa9cuter des programmes entrants pour garantir les niveaux de service et les objectifs financiers

Solides comp\xc3\xa9tences en informatique, y compris les applications Google Workspace ou Microsoft Office

Excellente grammaire, \xc3\xa9locution, prononciation, syntaxe, comp\xc3\xa9tences verbales et \xc3\xa9crites

Capacit\xc3\xa9 \xc3\xa0 communiquer efficacement avec les membres de l\'\xc3\xa9quipe et les managers de tous niveaux

Capacit\xc3\xa9 \xc3\xa0 favoriser un environnement de travail positif et productif, avec la capacit\xc3\xa9 de diriger, de constituer des \xc3\xa9quipes et de motiver le personnel

Capacit\xc3\xa9 \xc3\xa0 travailler de mani\xc3\xa8re ind\xc3\xa9pendante dans un environnement dynamique et rapide

Capacit\xc3\xa9 \xc3\xa0 maintenir la confidentialit\xc3\xa9

Solides comp\xc3\xa9tences analytiques

Flexibilit\xc3\xa9 pour travailler selon diff\xc3\xa9rents horaires dans un environnement 24/7

Dipl\xc3\xb4me d\'\xc3\xa9tudes secondaires ou \xc3\xa9quivalent

Exp\xc3\xa9rience, Comp\xc3\xa9tences & Aptitudes Pr\xc3\xa9f\xc3\xa9r\xc3\xa9es :

Connaissance des op\xc3\xa9rations de centre d\'appels

Exp\xc3\xa9rience ant\xc3\xa9rieure en leadership dans un r\xc3\xb4le de support technique

Valeurs de TELUS :

TELUS reconna\xc3\xaet et embrasse l\'importance des valeurs dans notre milieu de travail en constante \xc3\xa9volution. Pour r\xc3\xa9ussir, tous les candidats doivent d\xc3\xa9montrer des comportements qui refl\xc3\xa8tent nos valeurs :

Nous pla\xc3\xa7ons nos clients et nos communaut\xc3\xa9s au premier plan avec passion

Nous embrassons les changements et innovons avec courage

Nous grandissons ensemble gr\xc3\xa2ce \xc3\xa0 un travail d\'\xc3\xa9quipe anim\xc3\xa9

Chez TELUS, nous nous engageons envers la diversit\xc3\xa9 et l\'acc\xc3\xa8s \xc3\xa9quitable aux opportunit\xc3\xa9s d\'emploi bas\xc3\xa9es sur les capacit\xc3\xa9s.

Join a company that appreciates your energy, drive and enthusiasm just as much as your skills. The majority of our directors and managers started their careers as frontline agents. And yes, we offer competitive salaries and benefits. But even better - it\'s our caring culture that defines who we are and why you\'ll want to become part of our family.

Position Overview:

Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics. Ensure customer contacts 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 Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Specific Responsibilities May Include:

Supervise agent personnel including: hiring, monitoring and evaluating performance, and initiating corrective or disciplinary actions

Ensures adherence to all labor and performance 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 reviews data; report findings, interprets results and/or make recommendations

Manage and motivate call center staff to meet performance goals

Complete performance evaluations for staff and recommend increases or advancement

Perform other duties as assigned

Required Experience, Skills & Competencies:

Prior leadership experience managing people in service delivery environments, previous call center leadership experience preferred

Strong customer service orientation with an upbeat, people minded personality aimed at both internal and external customers

Solution driven with strong critical thinking skills having the ability to anticipate customers\' needs and provide options and solutions

Excellent presentation skills - ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner

Excellent organizational, leadership, interpersonal and time management skills

Ability to take instructions from management and ensure follow up

Understanding and ability to execute inbound programs to ensure service levels and financial objectives are met

Strong computer application skills including Google Workspace or Microsoft Office applications

Excellent grammar, enunciation, pronunciation, syntax, verbal and written skills

Ability to effectively communicate with team members and managers of all levels

Must be able to foster a positive and productive work environment, with ability to lead, build teams, and motivate staff

Ability to work independently in a dynamic fast paced atmosphere

Ability to maintain confidentiality

Strong analytical skills

Flexibility to work various schedules in a 24/7 environment

High school diploma or equivalent

Preferred Experience, Skills & Competencies:

Knowledge of call center operations

Previous leadership experience in a technical support role

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 changes 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.

Additional

Team Leader will provide direction and guidance to ensure consistent achievement of key performance metrics. Ensure customer contacts 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 Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities.

Language Reference English

EEO Statement

At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International 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 International, 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.

Telus International