Contact Center Ops Lead & Performance Coach

TELUS Digital; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

TELUS Digital in the Philippines seeks a skilled Team Manager to oversee a group of contact center agents, driving performance to meet program metrics and standards. You will coach, mentor, and conduct regular performance reviews, while coordinating payroll and administrative tasks to support the team’s productivity and profitability.

You will collaborate with onshore partners and the Operations Manager, analyze performance data, and implement improvement plans.

Qualifications

• Leads and manages a team of team members in the optimal execution of the contact center operations activities.
• Ensures team members meet or exceed goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for supervised team members.
• Plans, assesses, and conducts feedback meetings as part of the performance cycle.
• Provides coaching and mentoring to achieve targets and improve productivity.

Responsibilities

• Leads and manages a team of team members in the optimal execution of the contact center operations activities.
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides coaching and mentoring for targets.
• Monitors team member performance and provides assistance and guidance during shifts.
• Provides constructive feedback to attain daily targets.
• Handles escalations and determines capability for complex customer tasks.
• Gathers knowledge to equip team members for complex interactions.
• Prepares reports on top and bottom performers and cross-checks with overall metrics.
• Uses data to reward and recognize performance and coach accordingly.
• Maintains transparency on team/individual performance and coordinates with onshore partners.

Job description

TELUS Digital in the Philippines seeks a skilled Team Manager to oversee a group of contact center agents, driving performance to meet program metrics and standards. You will coach, mentor, and conduct regular performance reviews, while coordinating payroll and administrative tasks to support the team’s productivity and profitability.

You will collaborate with onshore partners and the Operations Manager, analyze performance data, and implement improvement plans.