CSR Operations Team Lead – Performance & Coaching

TELUS Digital; Manila; On-site; PHP 446,000 - 781,000; Full time

Job summary

TELUS Digital Philippines seeks a Team Leader to oversee a group of customer service representatives. You will coach, monitor performance metrics, and drive improvements to achieve KPIs and client targets. You will also manage training, escalation handling, and payroll-related tasks to support team success.

This role emphasizes people leadership, data-driven coaching, and collaboration with the Operations Manager to optimize service levels and profitability.

Qualifications

• Experience leading a CSR team in a contact center.
• Ability to coach and mentor agents and supervisors.
• Strong understanding of performance metrics and reporting.

Responsibilities

• Lead and manage a CSR team to meet call center targets.
• Monitor performance against account metrics and provide coaching.
• Conduct performance reviews and feedback sessions.
• Plan, assess, and conduct regular training.
• Provide escalation guidance and recognize top performers.
• Prepare and submit team performance reports to management.
• Ensure policy updates are communicated and training is delivered.

Skills

Team leadership

Coaching

Performance management

Data reporting

Payroll knowledge

HR processes

Tools

CMS

Job description

TELUS Digital Philippines seeks a Team Leader to oversee a group of customer service representatives. You will coach, monitor performance metrics, and drive improvements to achieve KPIs and client targets. You will also manage training, escalation handling, and payroll-related tasks to support team success.

This role emphasizes people leadership, data-driven coaching, and collaboration with the Operations Manager to optimize service levels and profitability.