CX Operations Team Lead & Performance Coach

TELUS Digital India; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

TELUS Digital Philippines is seeking a proactive Officer - People Leader to guide a CSR team in call center operations. You will drive performance, coach staff, and ensure KPI attainment while coordinating with the Operations Manager on improvements.

This role emphasizes nurturing talent, handling escalations, and delivering data-driven insights. Ideal candidates bring proven leadership in contact centers, strong coaching skills, and a strategic mindset to optimize performance and customer

Qualifications

• Leader of CSR teams with a track record of achieving targets.
• Experience in performance management and coaching.
• Strong understanding of call center metrics and QA processes.

Responsibilities

• Leads and manages a team of CSR's in call center operations.
• Ensures team meets/exceeds daily, weekly, monthly goals.
• Conducts performance reviews and coaching sessions.
• Plans and conducts regular feedback meetings per the performance cycle.
• Sets personal and team goals and coaches to achieve targets.
• Monitors performance and provides coaching during shifts.
• Provides constructive feedback to reach daily targets.
• Handles escalation calls and guides complex cases.
• Imparts knowledge to equip team for complex interactions.
• Prepares reports on top/bottom performers and cross-checks metrics.
• Uses data (Baleen metrics) for rewards and coaching.
• Maintains transparency on team/individual performance.
• Collaborates with Operations Manager on issues and solutions.
• Analyzes performance drivers and designs incentive programs.
• Prepares and submits team performance reports to Operations Manager.
• Discusses performance relative to company objectives.

Skills

Team leadership

Coaching & mentoring

Performance management

Call center operations

Data-driven decision making

Tools

CMS

Job description

TELUS Digital Philippines is seeking a proactive Officer - People Leader to guide a CSR team in call center operations. You will drive performance, coach staff, and ensure KPI attainment while coordinating with the Operations Manager on improvements.

This role emphasizes nurturing talent, handling escalations, and delivering data-driven insights. Ideal candidates bring proven leadership in contact centers, strong coaching skills, and a strategic mindset to optimize performance and customer