Call Center Operations Lead & Performance Coach

TELUS Digital; Makati; Presencial; PHP 480.000 - 840.000; Tempo integral

Resumo da vaga

TELUS Digital in Makati is seeking a dedicated Call Center Team Leader to steer CSR operations from the frontline. You will drive performance, coach staff, and manage escalation calls, ensuring targets are met and processes are optimized across daily, weekly, and monthly cycles.

Ideal candidates have strong leadership, coaching, and data-driven decision abilities, with experience guiding teams through performance cycles and reporting on outcomes.

Qualificações

• Experience leading CSR teams in call center operations.
• Strong coaching and mentoring skills with a focus on development.
• Proven ability to manage performance and hit daily/weekly/monthly targets.

Responsabilidades

• Lead and manage CSR teams in call center operations for optimal execution.
• Ensure each team member meets/exceeds goals and metrics daily, weekly, and monthly.
• Conduct performance reviews and provide timely feedback per the performance cycle.
• Set personal and team goals and coach employees to achieve targets.
• Monitor performance during shifts and provide coaching as needed.
• Handle escalation calls and assess team capability for complex inquiries.
• Share knowledge to upskill agents for handling complex interactions.
• Prepare performance reports for top and bottom performers and validate metrics.
• Use data-based rewards and recognition to drive improvements.
• Maintain transparency on team/individual performance and drive issues to resolution.
• Collaborate with peers and Operations Manager to address challenges and brainstorm solutions.
• Analyze drivers of performance and design incentive programs to improve the work environment.

Conhecimentos

Leadership

Coaching & mentoring

Performance management

Formação

Bachelor's degree in a related field

Ferramentas

Baleen metrics

Descrição da vaga

TELUS Digital in Makati is seeking a dedicated Call Center Team Leader to steer CSR operations from the frontline. You will drive performance, coach staff, and manage escalation calls, ensuring targets are met and processes are optimized across daily, weekly, and monthly cycles.

Ideal candidates have strong leadership, coaching, and data-driven decision abilities, with experience guiding teams through performance cycles and reporting on outcomes.