Australia Contact Centre Leader: Build a High-Impact Team

Emapta Global; Makati; On-site; PHP 1,016,000 - 1,216,000; Full time

Benefits offered by this job

Day 1 HMO

Salary advance

Upskilling via Emapta Academy

Office gyms access

Lifestyle perks

Referral incentives

20 annual leaves

Job summary

Emapta in the Philippines is recruiting a Contact Centre Team Leader to build and lead a high-performing team serving Australian customers from our Ortigas on-site location. This role emphasizes coaching, performance management, and customer experience excellence across shifts and weekends.

You will drive KPI attainment, mentor agents, and collaborate with cross-functional teams to ensure smooth operations and compliant standards. A rewarding pathway with global exposure awaits.

Qualifications

• At least 5 years of customer management leadership experience as a Contact Centre Team Leader or Team Manager.
• At least 3 years of direct experience supporting Australian customers across diverse demographics, locations, and service needs.
• Excellent English communication skills, with the ability to communicate clearly, confidently, and professionally with customers, teams, and stakeholders.
• Strong background in home-delivery services, fibre internet, telecommunications, or on-demand delivery platforms.
• Proven ability to lead teams, manage performance, and deliver measurable operational results.
• Strong people leadership and stakeholder management skills, with the ability to build effective working relationships across teams.

Responsibilities

• Recruit, onboard, and support new Contact Center team members
• Lead, mentor, and motivate agents to achieve KPIs and performance targets
• Conduct regular coaching focused on quality, behaviour, and performance improvement
• Perform evaluations, set development goals, and provide ongoing feedback
• Identify training needs and support career growth and progression
• Support change initiatives while fostering a positive, inclusive, and high-performing culture
• Manage daily team performance across customer experience, quality, productivity, and utilisation metrics
• Collaborate with cross-functional teams on queue management, staffing, and real-time operations
• Act as escalation point for complex customer and operational concerns
• Analyse performance trends and implement action plans for continuous improvement
• Use dashboards, customer sentiment, and quality insights to improve operational outcomes
• Ensure compliance with Australian standards, processes, and internal policies
• Serve as primary escalation contact for complex customer enquiries and complaints
• Resolve issues effectively while implementing preventative solutions and process improvements
• Monitor customer interactions to identify trends and service improvement opportunities
• Drive customer engagement, retention, and service excellence through strong leadership

Skills

Team leadership

Customer management

Australian support

Communication skills

Performance coaching

Job description

Emapta in the Philippines is recruiting a Contact Centre Team Leader to build and lead a high-performing team serving Australian customers from our Ortigas on-site location. This role emphasizes coaching, performance management, and customer experience excellence across shifts and weekends.

You will drive KPI attainment, mentor agents, and collaborate with cross-functional teams to ensure smooth operations and compliant standards. A rewarding pathway with global exposure awaits.