Contact Center Operations Lead: Profit & Performance

TELUS Digital; Iloilo City; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

TELUS Digital in Iloilo City is seeking an Operations Manager to oversee multiple client programs and ensure profitability by meeting KPIs and staffing forecasts. You will drive adherence to policies, coach teams, and manage scheduling to maintain service levels.

Key duties include workforce coordination, incentive programs, performance appraisals, and timely communication across teams. Strong English skills and call center experience are essential.

Qualifications

• Bachelor’s degree or equivalent in a related field.
• Two to three years in Call Center Operations or related management roles.
• Proficient in call center operations and organization.
• Client-specific knowledge preferred.
• Proficiency with MS Office and call center software.

Responsibilities

• Drives profitable program performance by meeting client KPIs and targets.
• Monitors queues to ensure service and sales metrics through coaching.
• Enforces company policies and program adherence.
• Ensures attendance, schedule adherence, and professionalism on the floor.
• Maintains staffing ratios to support forecasted call volumes.
• Coordinates with Workforce on staffing and leaves/attrition.
• Oversees overtime/pay adjustments to meet metrics and spikes.
• Champions top-performer recognition and succession planning.
• Conducts performance appraisals and feedback sessions.
• Addresses underperformance and policy infractions.
• Provides coaching to associates and team captains.
• Leads daily/weekly/monthly incentive schemes.
• Ranks performance to support assessments.
• Delivers timely updates to the program and teams.
• Maintains clear communication through regular TC meetings.

Skills

Leadership

Project management

English communication

Adaptive scheduling

Active listening

Independent work

Customer orientation

Time management

Multitasking

Detail-oriented

Analytical thinking

Decision making

Presentation skills

Client relations

Education

Bachelor’s Degree in any course, preferably Business or Business Management

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

TELUS Digital in Iloilo City is seeking an Operations Manager to oversee multiple client programs and ensure profitability by meeting KPIs and staffing forecasts. You will drive adherence to policies, coach teams, and manage scheduling to maintain service levels.

Key duties include workforce coordination, incentive programs, performance appraisals, and timely communication across teams. Strong English skills and call center experience are essential.