KPI-Driven Operations Manager & Team Coach

TELUS Digital; Taguig; On-site; PHP 500,000 - 800,000; Full time

Job summary

TELUS Digital is seeking a Program Supervisor to ensure profitability by meeting client KPIs and targets across assigned accounts. The role focuses on maintaining staffing ratios, forecasting vs.

actual call volumes, and coaching teams to consistently achieve service metrics. The incumbent coordinates with Workforce, drives performance through incentives, conducts regular appraisals, and enforces policy adherence, with a strong emphasis on leadership development and disciplinary actions when

Qualifications

• Experience leading large teams in a call center or program environment.
• Proven ability to plan and manage performance against KPIs.
• Strong coaching, feedback and disciplinary action skills.
• Adept at forecasting staffing and scheduling to meet targets.

Responsibilities

• Ensures profitability of programs by meeting client KPIs and targets.
• Monitors queues and service metrics; coaches for improvement.
• Upholds policies; manages attendance, schedule adherence, and decorum.
• Maintains staffing ratios aligned with forecasted call volume.
• Coordinates with Workforce for net staffing needs and leaves.
• Requests overtime to meet service metrics during peaks.
• Drives recognition and rewards; supports succession planning.
• Conducts performance appraisals and documents feedback.
• Initiates timely action for non-performers and policy infractions.
• Provides coaching and mentoring to associates and team captains.
• Designs and implements incentive schemes; ranks performance.
• Offers immediate coaching to improve performance when needed.
• Cascades updates to all program staff via regular meetings.

Skills

Team leadership

Performance coaching

KPI management

Staff scheduling

Job description

TELUS Digital is seeking a Program Supervisor to ensure profitability by meeting client KPIs and targets across assigned accounts. The role focuses on maintaining staffing ratios, forecasting vs.

actual call volumes, and coaching teams to consistently achieve service metrics. The incumbent coordinates with Workforce, drives performance through incentives, conducts regular appraisals, and enforces policy adherence, with a strong emphasis on leadership development and disciplinary actions when