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.
Solid 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.



Robust 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 (India)
🏢 Telus International
📍 India