Job Description
TELUS Digital is seeking experienced Operations Team Leaders to support its growing Wireless Operations team in Morocco.

This role is focused on leading high-performing customer care and technical support teams serving the Canadian telecommunications market.

The ideal candidate is a people-first leader with a solid coaching mindset, experience developing customer service teams, and a proven ability to drive engagement, performance, and accountability within a contact center environment.

This position will oversee a team of approximately 15-18 agents and spend the majority of time coaching, developing, and supporting team performance.

Day-to-Day Responsibilities
Lead, coach, and develop a team of 15-18 customer care and technical support representatives
Provide ongoing performance coaching and feedback to improve individual and team results
Drive employee engagement initiatives and foster a positive team culture
Monitor key operational metrics and support performance improvement plans
Conduct team meetings, one-on-ones, and performance reviews
Support quality, productivity, customer experience, and attendance goals
Collaborate with cross-functional stakeholders to address escalations and operational challenges
Complete administrative, reporting, and staffing-related activities as required
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.

We are an equal opportunity/affirmative action employer that believes everyone matters.





Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected].

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements
2+ years of experience in a Team Leader, Team Manager, Supervisor, or similar leadership role within a contact center/BPO environment
Experience coaching and developing frontline customer service or technical support representatives
Bilingual in English and French
Strong leadership, communication, and interpersonal skills
Demonstrated success improving employee performance and engagement
Experience managing performance metrics and operational KPIs
High level of professionalism, integrity, and accountability
Ability to work onsite in Casablanca on a full-time basis Telecommunications industry experience
Experience supporting Canadian clients or customers
Experience leading business customer support teams
Sales coaching or sales performance management experience

📌 Operations Team Lead (Toronto)
🏢 Insight Global
📍 Toronto