Customer Care Operations Lead

TELUS Digital; Quezon City; Sur place; PHP 480 000 - 720 000; Plein temps

Résumé du poste

TELUS Digital is seeking a Team Leader to oversee a group of Customer Service Representatives in a fast-paced call center environment. You will coach, monitor metrics, and drive improvements while ensuring high-quality customer care and adherence to client requirements.

You will collaborate with Operations to plan, report, and optimize performance, leveraging Baleen metrics and standard call center software to support daily targets and long-term growth.

Qualifications

• Bachelor’s degree in any field or equivalent.
• Completion of all PEP courses and client-specific certifications.
• 1+ year call center leadership experience.
• Strong MS Office skills and familiarity with call center tech.

Responsabilités

• Lead and manage a team of CSRs to meet or exceed performance metrics.
• Coach, mentor, and provide regular performance feedback.
• Prepare and analyze weekly/monthly performance reports.
• Handle escalations and support agents in complex calls.
• Train agents on policy updates and new procedures.

Connaissances

People management

Call center operations

Performance coaching

MS Office

Customer care

English communication

Formation

Bachelor’s degree in any field

PEP / client-specific certification

Outils

CMS/IEX

Baleen

Blue Pumpkin

Description du poste

TELUS Digital is seeking a Team Leader to oversee a group of Customer Service Representatives in a fast-paced call center environment. You will coach, monitor metrics, and drive improvements while ensuring high-quality customer care and adherence to client requirements.

You will collaborate with Operations to plan, report, and optimize performance, leveraging Baleen metrics and standard call center software to support daily targets and long-term growth.