Operations Team Leader

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Across
  1. 1. Sensitive customer issue or case that requires professional handling by the supervisor.
  2. 3. Organizational principles of TELUS Digital that the team must align with.
  3. 7. Brief meeting or quick sync conducted with Team Members.
  4. 9. Key performance indicators tracked daily to flag underperformance.
  5. 11. Feedback and development session provided to agents for improvement.
  6. 12. Operational management exercised over action plans and development goals.
  7. 13. First Contact Resolution metric tracked on dashboards.
Down
  1. 2. Operational patterns that the supervisor must monitor to create strategies.
  2. 4. Average Handle Time metric reviewed on performance dashboards.
  3. 5. Optimization sought by identifying workflow issues or opportunities.
  4. 6. Ensuring the team is in sync with goals and company values.
  5. 8. Visual panel where the supervisor reviews metrics like AHT, CSAT, and FCR.
  6. 10. Customer satisfaction metric whose feedback trends are monitored.