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 Europe is a premium multilingual contact center, BPO (business process outsourcing) and ITO (information technology outsourcing) provider, delivering high quality services since 2004. The company has 2,500 team members across seven delivery centers located in: Sofia and Plovdiv (Bulgaria); Bucharest and Craiova (Romania), as well as offices in Manchester and Cannock (England). TELUS International Europe offers contact center solutions, ITO and innovative customer service support for global customers in over 30+ languages. TELUS International Europe is a proud member of the TELUS International family.

    TELUS International is a global BPO company with over 20,000 team members around the world, including in Canada, the United States, Europe, Latin America, and the Philippines. With over 175 million customer interactions supported annually via voice, email, chat and social media, across the telecommunications, utilities, high tech, gaming, finance, retail, e-commerce, travel and logistics, and health care industries, TELUS International enables customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. As the global arm of TELUS, TELUS International is backed by a leading national telecommunications company in Canada, with CAD$12.4 billion (€8.77 billion) in annual revenue, 14 million customer connections. For more information, please visit:


    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!