Operations Team Leader

Operations Team Leader - Contact CenterPosition Overview:The Team Leader plays a crucial role in guiding and developing our Customer Support Representatives (CSRs) to deliver exceptional service for one of the world's leading tax preparation services. This role requires a unique blend of leadership skills, operational excellence, and emotional intelligence to drive team performance while fostering individual growth.The Team Leader role will provide direction and guidance to a team of Customer Support Representatives to ensure consistent achievement of key performance metrics. Ensure all transactions 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 the Operations Manager. Coach, mentor, and develop agent team for skills expansion and promotional opportunities. Distinguishing Characteristics:A successful Team Leader stands out through their exceptional ability to blend emotional intelligence with operational excellence. They demonstrate a unique combination of resilience and adaptability, effectively navigating their teams through high-pressure situations while maintaining objectivity and a positive environment. What truly sets them apart is their talent for translating strategic objectives into actionable goals while simultaneously developing their team members' capabilities. They excel in situational leadership, knowing precisely when to coach, when to direct, and when to empower their team. Their success stems from their ability to maintain unwavering composure under pressure, make data-informed decisions, and foster an inclusive atmosphere where both individual growth and team performance flourish. Above all, they serve as a bridge between strategic vision and day-to-day execution, consistently delivering results while building trust and maintaining the delicate balance between people development and operational demands.Specific Responsibilities May Include:Supervise agent personnel including: hiring, monitoring, and evaluating performance, and initiating corrective or disciplinary actionsEnsure adherence to all TELUS and Nevada State labor policiesTrack and measure individual and team productivity and quality resultsDrive improvements in overall service levels, transactional efficiencies & cost managementProvide assistance and/or on-the-job trainingAnalyze, summarize, and/or review data; report findings, interpret results and/or make recommendationsEnsure adherence to TELUS ePerformance policyManage and motivate staff to meet performance goalsComplete performance evaluations for staff and recommend increases or advancementPerform other duties as assignedRequired Experience, Skills & Competencies:Professional Qualifications2+ years of leadership experience managing people in service delivery environmentsHigh School Diploma or equivalentFlexibility to work various schedules in a 24/7 environmentAbility to successfully complete a background check and employment verificationOnsite position in Las VegasLeadership & Management SkillsStrategic team oversight with effective workforce optimization and resource allocationExpert conflict resolution and team dynamics managementAbility to translate strategy into actionable team objectives and drive deadline-oriented deliverablesAdvanced coaching capabilities for team growth and developmentSituational leadership adaptabilityAbility to execute inbound programs to ensure service levels and financial objectives are metCommunication & Interpersonal SkillsExcellent presentation, verbal, and written communication skills across all organizational levelsStrong interpersonal skills with ability to deliver constructive feedback professionallyAbility to present ideas, concepts, and concerns in a well-thought-out and positive mannerAnalytical & Problem-Solving SkillsStrong critical thinking and analytical skills with solution-driven approachData-driven performance tracking and analysisAbility to balance strategic thinking with practical problem-solvingPersonal AttributesStrong emotional intelligence and resilience, with ability to coach these skills in othersSound stress-management skills with ability to maintain composure under pressureExceptional organizational skills, attention to detail, and time managementAbility to perform duties objectively and maintain confidentialitySelf-motivated with initiative to pursue continuous improvementAdaptability to change and comfort in ambiguous environmentsDemonstrates accountability while maintaining a positive outlookAbility to work independently in a dynamic, fast-paced atmosphereTechnical SkillsStrong proficiency in MS Office Suite (Windows, Word, Excel, Outlook)Preferred Experience, Skills & Competencies:Knowledge of call center operations