Senior Team Leader

Stellenbeschreibung:

EMEA Senior Corporate Recruiter | Driving Talent Acquisition for Digital Transformation at TELUS Digital

About TELUS Digital

TELUS Digital (NYSE:TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions.

With almost 75,000 team members and delivery centers across 32 countries in the Americas, Europe and Asia, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first.

The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.

Find out more at

Role overview:

Are you looking to develop your career and take on larger responsibilities in an exciting and growing business environment? You have significant experience in coaching, are able to motivate and encourage the team to achieve the objectives and standards set? You also have training experience and quality is something you excel at? We have the perfect job for you!

Join us as Senior Team Leader (m/f/d) with English

Overview of tasks:

Providing exceptional people management, mentorship and professional development to members of the team, achieving low attrition levels and high employee engagement
Mentor team managers regarding efficiency and quality – good client service, prompt problem solving, effective time management and others
Driving Operations teams to deliver continuous improvement and productivity/quality gain
Flagging and escalating business risks to partner in a timely manner
Monitor team’s KPIs and daily results to timely spot issues, understand reasons and find effective solutions
Managing the day-to-day operations in accordance with contractual requirements and SLAs
Prompt identification and resolution of Service delivery issues including implementation of preventative measures
Manage the Service Provider infrastructure necessary to perform the Services, including all technology, financial, human and other resources
Manage Service delivery processes and Service Level reporting mechanisms
Work on necessary reporting and data analysis for Company and Client needs

Main requirements for the position:

Bachelor’s degree or equivalent
German Language proficiency preferred if not essential
Business process understanding (including financial impacts, seeing financial/client/project consequences due to certain issues)
Team management and development experience
Ability to manage several processes / tasks / functions at the same time
Customer care / service delivery experience / quality control / client service
General budgetary understanding
People management & stakeholder management skills are essential
Experience with data analysis and reporting
Ability to find efficient solutions for a wide variety of issues
Quick reaction time and ability to see correlation in different processes
Ability to understand what kind of factors have an impact on KPIs