Call Center Operations Lead — KPI-Driven Coaching

TELUS Digital; Iloilo; Presencial; PHP 800 000 - 1 100 000; Tempo integral

Resumo da oferta

TELUS Digital in Iloilo, Philippines, seeks an experienced Operations Manager to oversee program profitability, ensure staffing ratios, and enforce client and company policies across multiple account programs.

You will monitor queues, coach agents, drive incentive schemes, conduct performance reviews, and coordinate with Workforce to forecast needs, ensuring service metrics and operational excellence.

Qualificações

• Bachelor’s degree required; any field.
• 2–3 years in Call Center Operations or a related management role.
• Strong MS Office skills and familiarity with contact-center software such as CMS/IEX, Baleen, and Blue Pumpkin.
• Excellent English communication and leadership abilities.

Responsabilidades

• Drive profitability by meeting client KPIs and staffing targets.
• Monitor service metrics and coach teams to improve performance.
• Lead performance appraisals and take disciplinary actions when needed.
• Coordinate with Workforce for staffing forecasts and scheduling.

Conhecimentos

Call center operations

Leadership

People management

Client relations

English communication

Formação académica

Bachelor’s Degree in any course

Ferramentas

CMS/IEX

Baleen

Blue Pumpkin

MS Office

Descrição da oferta de emprego

TELUS Digital in Iloilo, Philippines, seeks an experienced Operations Manager to oversee program profitability, ensure staffing ratios, and enforce client and company policies across multiple account programs.

You will monitor queues, coach agents, drive incentive schemes, conduct performance reviews, and coordinate with Workforce to forecast needs, ensuring service metrics and operational excellence.