Contact Centre Team Leader | AU Customer Operations

Emapta Global; Makati; On-site; PHP 1,016,000 - 1,216,000; Full time

Benefits offered by this job

Day 1 HMO

Salary advance

Upskilling via Emapta Academy

Office gyms access

Lifestyle perks

Referral incentives

20 annual leaves

Job summary

Emapta in the Philippines is recruiting a Contact Centre Team Leader to build and lead a high-performing team serving Australian customers from our Ortigas on-site location. This role emphasizes coaching, performance management, and customer experience excellence across shifts and weekends.

You will drive KPI attainment, mentor agents, and collaborate with cross-functional teams to ensure smooth operations and compliant standards. A rewarding pathway with global exposure awaits.

Qualifications

• At least 5 years of customer management leadership experience as a Contact Centre Team Leader or Team Manager.
• At least 3 years of direct experience supporting Australian customers across diverse demographics, locations, and service needs.
• Excellent English communication skills, with the ability to communicate clearly, confidently, and professionally with customers, teams, and stakeholders.
• Strong background in home-delivery services, fibre internet, telecommunications, or on-demand delivery platforms.
• Proven ability to lead teams, manage performance, and deliver measurable operational results.
• Strong people leadership and stakeholder management skills, with the ability to build effective working relationships across teams.

Responsibilities

• Recruit, onboard, and support new Contact Center team members
• Lead, mentor, and motivate agents to achieve KPIs and performance targets
• Conduct regular coaching focused on quality, behaviour, and performance improvement
• Perform evaluations, set development goals, and provide ongoing feedback
• Identify training needs and support career growth and progression
• Support change initiatives while fostering a positive, inclusive, and high-performing culture
• Manage daily team performance across customer experience, quality, productivity, and utilisation metrics
• Collaborate with cross-functional teams on queue management, staffing, and real-time operations
• Act as escalation point for complex customer and operational concerns
• Analyse performance trends and implement action plans for continuous improvement
• Use dashboards, customer sentiment, and quality insights to improve operational outcomes
• Ensure compliance with Australian standards, processes, and internal policies
• Serve as primary escalation contact for complex customer enquiries and complaints
• Resolve issues effectively while implementing preventative solutions and process improvements
• Monitor customer interactions to identify trends and service improvement opportunities
• Drive customer engagement, retention, and service excellence through strong leadership

Skills

Team leadership

Customer management

Australian support

Communication skills

Performance coaching

Job description

Build Customer Excellence in Australia\'s Digital Media Industry

Digital media connects millions of Australians with information, entertainment, and services that matter every day. Join Emapta as a Contact Centre Team Leader and help build a pioneer customer service operation supporting this dynamic industry. Bring exceptional communication, coaching expertise, and performance leadership to strengthen customer experiences and team success. Grow a long-term global career where Top 1% talent gains international exposure, professional development, stability, meaningful leadership opportunities, and the Top 1% employee experience designed to help exceptional careers thrive.

Job Overview

• Employment Type: Full-time
• Shift: Day Shift, open to work on weekends, holidays, and overtime
• Salary: Earn up to PHP 100,000 (based on experience, skills, and expertise)
• Work Setup: Onsite, SM Megatower, Ortigas
• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

• At least 5 years of customer management leadership experience as a Contact Centre Team Leader or Team Manager
• At least 3 years of direct experience supporting Australian customers across diverse demographics, locations, and service needs
• Excellent English communication skills, with the ability to communicate clearly, confidently, and professionally with customers, teams, and stakeholders
• Strong background in home-delivery services, fibre internet, telecommunications, or on-demand delivery platforms
• Proven ability to lead teams, manage performance, and deliver measurable operational results
• Strong people leadership and stakeholder management skills, with the ability to build effective working relationships across teams

Your Daily Tasks

People Leadership & Coaching

• Recruit, onboard, and support new Contact Center team members
• Lead, mentor, and motivate agents to achieve KPIs and performance targets
• Conduct regular coaching focused on quality, behaviour, and performance improvement
• Perform evaluations, set development goals, and provide ongoing feedback
• Identify training needs and support career growth and progression
• Support change initiatives while fostering a positive, inclusive, and high-performing culture

Operational Excellence

• Manage daily team performance across customer experience, quality, productivity, and utilisation metrics
• Collaborate with cross-functional teams on queue management, staffing, and real-time operations
• Act as escalation point for complex customer and operational concerns
• Analyse performance trends and implement action plans for continuous improvement
• Use dashboards, customer sentiment, and quality insights to improve operational outcomes
• Ensure compliance with Australian standards, processes, and internal policies

Customer Management

• Serve as primary escalation contact for complex customer enquiries and complaints
• Resolve issues effectively while implementing preventative solutions and process improvements
• Monitor customer interactions to identify trends and service improvement opportunities
• Drive customer engagement, retention, and service excellence through strong leadership

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia\'s Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta stands among the region\'s most respected employers, committed to empowering talent through stability, opportunity, and continuous development.

Step into a career that moves with you. Apply today!