CX Call Center Ops Lead & Performance Coach

TELUS Digital; Taguig; Vor Ort; PHP 480.000 - 720.000; Vollzeit

Zusammenfassung

TELUS Digital in Manila is looking for a capable Team Leader to manage a team of Customer Service Representatives. You will coach, mentor, and monitor performance against account metrics, while handling escalations and ensuring targets are met.

You will design training, prepare performance reports, and drive initiatives to improve productivity and customer satisfaction. Fluency in English, 1+ year in call center supervision, and proficiency with MS Office and CMS/IEX are required.

Qualifikationen

• Bachelor’s degree in any field.
• 1 year (1) call center experience within TIP or as Team Leader in other centers.
• Proficiency with MS Office applications and call center software such as CMS/IEX, Baleen, Blue Pumpkin.

Aufgaben

• Leads and manages a team of CSR's in call center operations (taking calls, addressing issues, placing sales orders).
• Monitors performance against metrics daily, weekly and monthly; provides coaching and feedback.
• Conducts performance management and weekly training; prepares team performance reports.

Kenntnisse

Supervisory skills

People-management

English communication

Time management

Multitasking

Analytical skills

Ausbildung

Bachelor’s degree in any field

Certifications: PEP, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt

Tools

CMS/IEX

Baleen

Blue Pumpkin

MS Office

Jobbeschreibung

TELUS Digital in Manila is looking for a capable Team Leader to manage a team of Customer Service Representatives. You will coach, mentor, and monitor performance against account metrics, while handling escalations and ensuring targets are met.

You will design training, prepare performance reports, and drive initiatives to improve productivity and customer satisfaction. Fluency in English, 1+ year in call center supervision, and proficiency with MS Office and CMS/IEX are required.