Operations Team Lead - Customer Care & Performance

TELUS Digital; Taguig; On-site; PHP 720,000 - 1,080,000; Full time

Job summary

TELUS Digital is seeking a Team Leader for the Philippines to oversee a CSR team in call center operations, ensuring targets and client metrics are met. You will coach, monitor, and report on performance while managing escalations and training needs.

You will guide agents to achieve daily targets, optimize processes, and collaborate with Operations Management to drive client outcomes and profitability.

Qualifications

• Bachelor’s degree in any field.
• Completion of all PEP courses, Client-specific Certification, HR for Non-HR, Basic WFM Orientation, LEAD, Six Sigma Yellow Belt
• At least 1 year call center experience in Customer Care/Marketing/Sales/Tech support
• Working knowledge of call center operations and organization
• Proficiency with MS Office and call center software (CMS/IEX, Baleen, Blue Pumpkin)

Responsibilities

• Leads and manages a team of CSR's in call center operations (taking calls, addressing issues, placing sales orders).
• Ensures team members meet/exceed goals daily, weekly, monthly.
• Conducts performance management and coaching sessions.
• Plans, assesses, and provides feedback per performance cycle.

Skills

Supervisory

Project management

English communication

Adaptability

Active listening

Independence

Customer orientation

Time management

Multitasking

Detail-oriented

Analytical

Problem-solving

Presentation skills

Education

Bachelor’s degree

Tools

CMS

IEX

Baleen

Blue Pumpkin

Job description

TELUS Digital is seeking a Team Leader for the Philippines to oversee a CSR team in call center operations, ensuring targets and client metrics are met. You will coach, monitor, and report on performance while managing escalations and training needs.

You will guide agents to achieve daily targets, optimize processes, and collaborate with Operations Management to drive client outcomes and profitability.