Operations Team Lead: Drive Coaching, KPIs & CX

TELUS Digital; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

TELUS Digital in Manila is seeking a seasoned Team Leader to oversee a group of Customer Service Representatives, ensuring performance aligns with company and client standards. You will coach, mentor, and manage day-to-day operations to maintain high service levels.

Responsibilities include tracking metrics, handling escalations, preparing reports, coordinating with Operations Managers, delivering training, and driving engagement programs to boost morale and productivity.

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

Team leadership

Call center operations

MS Office

Communication

Problem-solving

Time management

Multitasking

Adaptability

Tools

Call center systems

MS Office

Job description

TELUS Digital in Manila is seeking a seasoned Team Leader to oversee a group of Customer Service Representatives, ensuring performance aligns with company and client standards. You will coach, mentor, and manage day-to-day operations to maintain high service levels.

Responsibilities include tracking metrics, handling escalations, preparing reports, coordinating with Operations Managers, delivering training, and driving engagement programs to boost morale and productivity.