Team Lead (B2B Telco)

Job description

Position Description:

The Operations Team Lead is responsible for overseeing day-to-day operations, building a strong team, and shaping member behaviors to accomplish desired results. This role plays a collaborative part in developing and implementing standards and processes to ensure operational efficiency and maintain high-quality standards across all tasks. The position involves managing a hybrid team handling back-office workflows and outbound communications, streamlining processes, resolving operational issues, and driving continuous improvement initiatives

Your future duties and responsibilities:

• Assists with staff development, training, and continuous learning initiatives.
• Contributes to the development and implementation of systems and processes to monitor and record employee performance.
• Provides regular coaching, feedback, and developmental guidance to team members, establishing clear goals and performance standards.
• Conducts team huddles and meetings to share program updates, company news, and industry best practices.
• Prepares and completes accurate daily and periodic reports for management review.
• Participates in client-related activities, including alignment and calibration sessions.
• Maintains comprehensive records to evaluate performance and track the progress of team members.
• Performs other duties and responsibilities as assigned from time to time.

Required qualifications to be successful in this role:

• Excellent management and supervisory skills with a strong background in team leadership.
• Excellent verbal and written communication skills.
• Ability to effectively facilitate customer or client interactions in alignment with company and partner policies.
• Strong knowledge of operations and customer service procedures and principles.
• Highly organized with strong attention to detail.
• Ability to resolve escalations and issues professionally and calmly.
• Proven ability to coach, mentor, and motivate team members.
• Proficient in the Microsoft Office Suite and general computer and internet literacy.

Skills:

·  Digital Customer Service
·  Management Consulting

What you can expect from us:

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.