CX Operations Team Lead: Coach, Elevate Performance

TELUS Digital; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

TELUS Digital in Manila, Philippines is seeking an Operations Team Leader to oversee a CSR team delivering customer support and sales interactions. You will coach agents, monitor daily performance against metrics, and coordinate with the Operations Manager to drive improvements and reporting.

You will also plan trainings, manage escalation handling, and design incentive programs to motivate the team while ensuring alignment with client expectations and corporate standards.

Qualifications

• Proven experience leading a CSR/team in a call center.
• Strong coaching and performance feedback skills.
• Ability to analyze metrics and prepare performance reports.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead and manage a team of CSRs to meet and exceed call center metrics.
• Provide coaching, mentoring, and performance feedback.
• Monitor team performance and conduct regular planning and review meetings.
• Prepare and submit performance reports to the Operations Manager.
• Design incentive-based programs to boost morale and service levels.

Skills

Team Leadership

Performance Coaching

Data Reporting

Call Center Operations

Communication

Job description

TELUS Digital in Manila, Philippines is seeking an Operations Team Leader to oversee a CSR team delivering customer support and sales interactions. You will coach agents, monitor daily performance against metrics, and coordinate with the Operations Manager to drive improvements and reporting.

You will also plan trainings, manage escalation handling, and design incentive programs to motivate the team while ensuring alignment with client expectations and corporate standards.