CX Operations Team Lead & Performance Coach

TELUS Digital; Manila; On-site; PHP 391,000 - 614,000; Full time

Job summary

TELUS Digital is seeking a Team Leader to oversee a group of CSR professionals in Manila, ensuring daily operations align with client and company standards. You will lead, coach, and mentor the team to achieve targeted metrics and deliver exceptional customer experiences.

You will monitor performance, run regular reviews, and produce reports while designing incentive programs and coordinating weekly training to continuously improve results and productivity.

Qualifications

• Experience leading CSR/call center teams and driving performance.
• Strong coaching, mentoring, and feedback skills.
• Proven ability to analyze performance data and report on metrics.

Responsibilities

• Lead and manage a team of CSRs to meet client and company standards.
• Monitor and improve team performance daily, weekly, and monthly.
• Conduct performance reviews and provide coaching feedback.
• Prepare reports on team performance and metrics.
• Design and implement incentive programs to boost morale and results.
• Coordinate regular training sessions and knowledge sharing.

Skills

Team leadership

Performance coaching

Data analysis

Call center operations

Reporting

Tools

Baleen metrics

Job description

TELUS Digital is seeking a Team Leader to oversee a group of CSR professionals in Manila, ensuring daily operations align with client and company standards. You will lead, coach, and mentor the team to achieve targeted metrics and deliver exceptional customer experiences.

You will monitor performance, run regular reviews, and produce reports while designing incentive programs and coordinating weekly training to continuously improve results and productivity.