Operations Team Leader – Contact Center

About the role

The Operations Team Leader will guide and develop Customer Support Representatives to deliver exceptional service for a leading tax preparation service. This position blends leadership, operational excellence, and emotional intelligence to drive performance while fostering individual growth.

Key responsibilities

• Supervise agents, including hiring, monitoring performance, and initiating corrective actions.
• Ensure compliance with TELUS and Nevada state labor policies.
• Track and measure individual and team productivity and quality metrics.
• Drive improvements in service levels, transactional efficiency, and cost management.
• Provide on‑the‑job training and assistance to staff.
• Analyze data, report findings, and make recommendations.
• Enforce TELUS ePerformance policy.
• Motivate staff to meet performance goals and complete performance evaluations.
• Perform other duties as assigned.

Required profile

• Minimum 2 + years of leadership experience in service delivery environments.
• High School Diploma or equivalent.
• Flexibility to work various schedules in a 24/7 environment.
• Strong emotional intelligence, resilience, and adaptability.

Required skills

What we offer

• Opportunity to lead a high‑performing team in a fast‑growing contact center.
• Professional development and promotional pathways.
• Supportive work environment focused on growth and results.