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 actions
Ensure adherence to all TELUS and Nevada State labor 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 review data; report findings, interpret results and/or make recommendations
Ensure adherence to TELUS ePerformance policy
Manage and motivate staff to meet performance goals
Complete performance evaluations for staff and recommend increases or advancement
Perform other duties as assigned
Required Experience, Skills & Competencies:
Qualifications
2+ years of leadership experience managing people in service delivery environments
High School Diploma or equivalent
Flexibility to work various schedules in a 24/7 environment
Leadership & Management Skills
Strategic team oversight with effective workforce optimization and resource allocation
Expert conflict resolution and team dynamics management
Ability to translate strategy into actionable team objectives and drive deadline-oriented deliverables
Advanced coaching capabilities for team growth and development
Situational leadership adaptability
Ability to execute inbound programs to ensure service levels and financial objectives are met
Communication & Interpersonal Skills
Excellent presentation, verbal, and written communication skills across all organizational levels
Strong interpersonal skills with ability to deliver constructive feedback professionally
Ability to present ideas, concepts, and concerns in a well-thought-out and positive manner
Analytical & Problem-Solving Skills
Strong critical thinking and analytical skills with solution-driven approach
Data-driven performance tracking and analysis
Ability to balance strategic thinking with practical problem-solving
Personal Attributes
Strong emotional intelligence and resilience, with ability to coach these skills in others
Sound stress-management skills with ability to maintain composure under pressure
Exceptional organizational skills, attention to detail, and time management
Ability to perform duties objectively and maintain confidentiality
Self-motivated with initiative to pursue continuous improvement
Adaptability to change and comfort in ambiguous environments
Demonstrates accountability while maintaining a positive outlook
Ability to work independently in a dynamic, fast-paced atmosphere
Technical Skills
Preferred Experience, Skills & Competencies:
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: