Team Leader (French & English)

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Employer: TELUS International Europe
  • Customer Support - Client Service
  • Job type: full-time
    Job level: Student/Graduate
  • Updated at: 14.10.2017
    Short company description

    TELUS International focuses on human connection and innovation to deliver exceptional customer service and next-gen IT consulting that wow clients and delight their customers. More than 30,000 employees around the world, from locations across North and Central America, Europe and Asia, enable over 200 million customer interactions annually via voice, email, chat and social media, across fast-growing tech, financial services and fintech, gaming, travel and hospitality, and healthcare industries.

    TELUS International enables customer service delivery innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. The company serves clients in over 35 languages. TELUS holds a 65% interest in TELUS International with Baring Private Equity Asia holding the remaining 35%.


    General skills and experience:
    - Fluent in French, medium level of English (spoken and written)
    - Previous experience Management position in a call center environment

    Managerial/Supervisory experience
    - Excellent people management and leadership skills
    - Create an environment orientated to trust, open communication, creative thinking & cohesive team effort
    - Motivate & inspire team members
    - Lead by setting a good example (role model)
    - Facilitate problem solving & collaboration
    - Coach team members and provide feedback

    Communication skills:
    - Management informing and excellent collaboration with the external client
    - Ability to communicate in an assertive way

    Analytical and organisational skills:
    - Analyze team results and draw relevant conclusions
    - Create and implement action plans
    - Delegate activities to the team members
    - Handle deadlines


    Your responsibilities:

    - Manage people, tools, processes and procedures to ensure on time delivery of service to a dynamic and varied customer base
    - People Management - provide day-to-day coaching, direction and leadership to front line team members
    - Includes performance management and development; facilitating team meetings; escalation resolution and response
    - Implement and track appropriate performance objectives and measures to support team members and customer satisfaction while maintaining operational excellence and cost effectiveness
    - Identify, plan and execute key operational improvements to enhance customer experience
    - Proactively observe and report real-time call drivers that impact the customer experience

    Other info

    We offer:
    Stable job - we offer permanent labor contracts
    International career - we offer regular training and international career opportunities
    Multilingual exposure - we serve international clients daily – join us and improve your spoken and written language skills with native speakers
    Positive environment - we care about the well-being of our employees, invest in their development, encourage fun and team building initiatives
    Community projects - we run CSR (Corporate Social Responsibility) events all year long. Make the world better, together with us!