CX Operations Team Lead: Coaching & Performance

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader in the Philippines to manage a CSR team and ensure adherence to client standards. You will monitor performance against defined metrics, provide coaching, and handle administrative duties related to payroll templates and performance cycles.

You will motivate agents, assist in coaching, and collaborate with the Operations Manager to address issues, design incentive programs, and improve overall account performance.

Qualifications

• Leadership and people management experience.
• Ability to coach and mentor teammates.
• Experience with performance metrics and reporting.
• Knowledge of call center processes and customer interactions.

Responsibilities

• Lead and manage a CSR team to meet call center metrics and client requirements.
• Monitor performance daily/weekly/monthly; provide coaching and feedback.
• Plan, assess, and conduct performance reviews per company cycle.
• Prepare and analyze reports on team performance and top/bottom performers.
• Develop incentive programs and communicate policy/training updates to the team.

Skills

Team leadership

Performance coaching

Data reporting

Call center operations

Job description

TELUS Digital is seeking an Operations Team Leader in the Philippines to manage a CSR team and ensure adherence to client standards. You will monitor performance against defined metrics, provide coaching, and handle administrative duties related to payroll templates and performance cycles.

You will motivate agents, assist in coaching, and collaborate with the Operations Manager to address issues, design incentive programs, and improve overall account performance.