Trilingual Operations Team Leader (English, Portuguese)

Requirements Description and Requirements ***Applicants should be available and willing to work on-site and/or from home depending on business needs.*** Position overview: The Operations Team Leader Trilingual (Portuguese) is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks to ensure ongoing compliance of metrics assigned to the account. Key responsibilities: Ensure everyone on their team has the tools, skills and knowledge they need to support playersOwn the end-to-end performance development of their team members and implement the necessary performance improvement action plans aligned to the program’s performance management strategyBe accountable of the performance and behaviors of team membersCascade all relevant news and information required for their agents to perform their workMonitoring and evaluating calls and/or emails/chats to identify areas of opportunity or good practices, conduct root cause analysis and implement improvement plans based on observations and analysisInvest efforts in upskilling team members to meet the quality standards of our program and drive for Player Support Excellence. Mandatory Requirements: Schedule flexibility - Required.Availability to work on-site - RequiredCore Competencies: Managing self developmentEmbracing technologyFocusing on customersGiving support Leadership competences: Providing leadershipLeading changeBuilding effective teamManaging stakeholders Functional competencies: Advanced use of Excel or Google SheetsCustomer Service - Advanced.Quality Processes - Advanced.Motivation Theory - Advanced. Qualifications: Portuguese - B2 :Oral and written comprehension.Appropriate use of language.English - B2 :Oral and written comprehension.Appropriate use of language.Graduated in the careers of Business Administration, Industrial Engineering or related field - Desirable.Experience in Gaming Accounts - Desirable.Equal Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.Additional Job DescriptionThe Operations Team Leader Trilingual (Portuguese) is responsible for directing, monitoring, and developing the team of Operations CSR under his/her charge, providing the necessary tools for the team to perform its tasks to ensure ongoing compliance of metrics assigned to the account.Language ReferenceEnglishPortugueseEEO StatementAt TELUS Digital, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS Digital is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world's largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.Equal Opportunity EmployerAt TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.