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 strong 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 prospect/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] 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

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