Operations Performance Lead

TELUS Digital; Manila; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

TELUS Digital Philippines is seeking an Operations Team Leader to supervise a team of Customer Service Representatives, drive call center operations, and ensure targets are met. You will coach staff, monitor metrics, and coordinate coaching and performance reviews to boost efficiency and client satisfaction.

Ideal candidates bring strong leadership, data-driven decision making, and HR awareness to support a productive, compliant workplace in Manila.

Qualifications

• Must be able to lead and develop a CSR team to achieve client and company targets.
• Proven ability to monitor metrics and provide actionable coaching for performance improvements.
• Experience in payroll-related processes and HR/employee relations is a plus.

Responsibilities

• Leads and manages a CSR team to execute call center operations effectively.
• Monitors daily/weekly/monthly metrics and provides coaching to improve performance.
• Conducts performance reviews and planning sessions with agents and supervisors.

Skills

Team leadership

Coaching

Performance management

Call center operations

Data reporting

HR knowledge

Job description

TELUS Digital Philippines is seeking an Operations Team Leader to supervise a team of Customer Service Representatives, drive call center operations, and ensure targets are met. You will coach staff, monitor metrics, and coordinate coaching and performance reviews to boost efficiency and client satisfaction.

Ideal candidates bring strong leadership, data-driven decision making, and HR awareness to support a productive, compliant workplace in Manila.