- Role requires a robust customer-experience-driven leader with emphasis on coaching, performance management and people management.

- Telecom industry experience is preferred, but candidates from other industries may be considered if they demonstrate relevant customer experience leadership capabilities.

- Strong background in customer experience activities is required.

Experience managing customer retention is highly relevant because the campaign handles customers who are considering discontinuing Telus products/services.

- The role supports a Telus retention campaign, which differs from a conventional sales campaign. Agents handle customers at risk of leaving and need to be appropriately coached/upskilled.



Strong people-management capability and the ability to coach team members to improve performance are required.

- Agents need awareness of latest campaigns, offers and promotions; the Team Leader should be able to support this operational requirement.

- Candidates with experience using AI tools, including Genesis-related experience, can be considered favorably; however, lack of such experience is not a blocker, as the business can manage the learning requirement.

- Screening should prioritize customer experience leadership, retention, people management, coaching, performance management, FCR, upselling, analytical/problem-solving capability and campaign understanding.

📌 Retention Team Lead (Gurugram)
🏢 Telus International
📍 Gurugram