Victoria Disability Resource Centre jobs

Summary

The Team Leader with Operate Next is responsible for the day-to-day supervision of a group of call centre associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.

What will your typical day look like?

In this role, you will oversee the day-to-day operations of a team of call center associates at a supervision ratio of approximately 1:15. You will monitor work quality and attendance, review calls and interactions to identify strengths and opportunities, and provide regular performance coaching—at least bi-weekly—to ensure individual and team metrics are met. You will address performance issues by developing and executing action plans, implementing corrective actions, and, when necessary, managing disciplinary steps up to and including termination. You will also ensure service delivery meets client KPIs and financial targets.

You will set clear expectations, communicate timely updates, and act as a subject matter resource for escalated customer inquiries. You will lead team meetings to share information and gather feedback, and organize team activities to drive engagement and results. Staying current on internal processes, policies, and procedures, you will complete required manager development training. Throughout your work, you will model and promote Deloitte’s values, advocating for and supporting your team members.

About the team

This is your opportunity to work in Operate at Deloitte. Operate services harness the latest technologies, talent, and capabilities from all over the world to deliver ongoing outcomes and client value. We do more than traditional business process outsourcing. We do more than just “keeping the lights on.” We work shoulder-to-shoulder with clients and their customers, constantly adapting to the pace of change, to ideate, innovate, and embed continuous advantage at the heart of their operations. And we do it with the kind of drive and passion that comes from loving what you do—and who you do it with.

Enough about us, let’s talk about you

• Proficiency in English; French considered an asset
• Indigenous knowledge and lived experience (First Nations, Inuit, Métis) considered an asset
• Highly motivated, with a proven ability to develop and coach team members to meet performance expectations
• Demonstrated ability to perform under pressure and follow through to completion
• Strong written and verbal communication skills
• Proven capability to lead a team in multitasking, prioritization, and meeting deliverable timelines
• Experience mentoring, coaching, and providing clear direction to employees
• Willingness to work a flexible schedule

Total Rewards

The salary range for this position is $50,000 - $70,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.