Operations Team Lead

TELUS Digital; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

TELUS Digital in Quezon City, Metro Manila, is seeking a Team Leader to oversee a team of Customer Service Representatives. You will coach, monitor performance metrics, resolve escalations, and implement improvements in collaboration with Operations Managers.

The role requires coaching and leadership strengths, with the ability to manage schedules, payroll considerations, and process trainings while maintaining high service levels.

Qualifications

• At least 2 years of Team Leader or Team Captain experience in a BPO setting.
• Knowledgeable in call center operations, performance metrics, and workforce tools.
• Proficient in MS Office and call center systems.
• Strong leadership, coaching, communication, and problem-solving skills.
• Can work with minimal supervision and adapt to changing schedules.
• Detail-oriented with strong time management and multitasking skills.

Responsibilities

• Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with the standards set by the company and the client.
• Conducts coaching, mentoring, and performance management sessions.
• Monitors daily, weekly, and monthly team performance metrics.
• Handles customer escalations and supports agents in resolving complex concerns.
• Prepares performance reports and identifies areas for improvement.
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies.
• Ensures compliance with company policies, procedures, and client updates.
• Facilitates training sessions and process refreshers for agents.
• Develops engagement and incentive programs to improve morale and productivity.
• Manages queue performance, service levels, AHT, and abandoned calls.
• Handles attendance, behavioral, and performance concerns before HR escalation.
• Oversees payroll-related concerns including OT and night differential tracking.

Skills

Leadership

Coaching

Communication

Problem solving

Time management

Multitasking

Attention to detail

Tools

MS Office

Call center systems

Job description

Manages and oversees the activities of a team of CSRs, ensuring that each individual performs at par with the standards set by the company and the client.

• Conducts coaching, mentoring, and performance management sessions
• Monitors daily, weekly, and monthly team performance metrics
• Handles customer escalations and supports agents in resolving complex concerns
• Prepares performance reports and identifies areas for improvement
• Collaborates with Operations Managers and fellow Team Leaders on action plans and team strategies
• Ensures compliance with company policies, procedures, and client updates
• Facilitates training sessions and process refreshers for agents
• Develops engagement and incentive programs to improve morale and productivity
• Manages queue performance, service levels, AHT, and abandoned calls
• Handles attendance, behavioral, and performance concerns before HR escalation
• Oversees payroll-related concerns including OT and night differential tracking

Qualifications & Skills

• At least 2 years of Team Leader or Team Captain experience in a BPO setting
• Knowledgeable in call center operations, performance metrics, and workforce tools
• Proficient in MS Office and call center systems
• Strong leadership, coaching, communication, and problem-solving skills
• Can work with minimal supervision and adapt to changing schedules
• Detail-oriented with strong time management and multitasking skills