Australian Contact Centre Team Leader

Emapta Global; Metro Manila; On-site; PHP 725,000 - 1,116,000; Full time

Benefits offered by this job

Day 1 HMO coverage

Onsite office Ortigas

Salary package

Upskilling via Emapta Academy

Job summary

Emapta Global is seeking a Contact Centre Team Leader to shape performance and customer experience for Australian audiences, onsite at Ortigas. This role offers day shifts with weekend/overtime as needed, and a path to lead a high-performing team.

You will coach agents to hit KPIs, manage daily performance across CX metrics, and collaborate with cross-functional teams to ensure service excellence and compliant operations.

Qualifications

• At least 5 years of customer management leadership experience.
• At least 3 years of experience supporting Australian customers.
• Experience with home-delivery, fibre internet, telecommunications, or on-demand delivery platforms preferred.
• Proven ability to manage team performance and deliver measurable operational results.
• Excellent English communication, people leadership, and stakeholder management skills.

Responsibilities

• Lead, coach, and motivate agents to achieve KPIs and performance targets.
• 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.

Skills

Team leadership

Customer management

Stakeholder management

English communication

Job description

Emapta Global is seeking a Contact Centre Team Leader to shape performance and customer experience for Australian audiences, onsite at Ortigas. This role offers day shifts with weekend/overtime as needed, and a path to lead a high-performing team.

You will coach agents to hit KPIs, manage daily performance across CX metrics, and collaborate with cross-functional teams to ensure service excellence and compliant operations.