Call Center Operations Lead

Confidential; Philippines; On-site; PHP 391,000 - 614,000; Full time

Job summary

TELUS is seeking a seasoned Team Leader to supervise a Philippines-based CSR team, focusing on coaching, performance management, and ensuring targets are achieved in alignment with client expectations.

The role requires strong English communication, supervisory skills, and familiarity with call center metrics and tools. It offers stability, growth, and a pathway to leadership within the Operations domain.

Qualifications

• Bachelor’s degree in any field is required.
• Completion of all PEP courses and client-specific certifications.
• At least 1 year call center experience as Team Leader/Team Captain.
• Working knowledge of call center operations is required.
• Proficiency with MS Office and call center software (CMS/IEX, Baleen, Blue Pumpkin).

Responsibilities

• Lead and manage a CSR team for call center operations.
• Ensure the team meets or exceeds daily, weekly, and monthly goals.
• Conduct performance management, coaching, and feedback sessions.
• Plan and conduct regular training and knowledge sharing.
• Prepare and submit performance reports and escalate issues as needed.
• Address payroll and attendance concerns with HRBp as required.

Skills

Bachelor’s degree

PEP courses

HR for Non-HR

Call center experience

MS Office

CMS/IEX Baleen

Leadership

Communication skills

Time management

Multitasking

Education

Bachelor’s degree in any field

Six Sigma Yellow Belt

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

TELUS is seeking a seasoned Team Leader to supervise a Philippines-based CSR team, focusing on coaching, performance management, and ensuring targets are achieved in alignment with client expectations.

The role requires strong English communication, supervisory skills, and familiarity with call center metrics and tools. It offers stability, growth, and a pathway to leadership within the Operations domain.