Operations Team Lead — Drive Team Performance

TELUS Digital; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

TELUS Digital in the Philippines is seeking an experienced Team Manager to oversee contact center operations at Vertis North and Cubao, Quezon City. You will lead a team, drive performance against program metrics, and coordinate coaching, mentoring, and timely feedback to maximize productivity and profitability.

The role requires overseeing performance cycles, payroll-related tasks, and collaboration with onshore partners to ensure service levels and customer satisfaction.

Responsibilities

• Leads and manages a team in executing contact center operations.
• Ensures team meets/exceeds goals and metrics daily, weekly, monthly.
• Conducts performance management and coaching sessions.
• Plans, assesses, and provides feedback per performance cycle.
• Provides coaching and assistance to help team achieve targets.
• Monitors performance and offers timely feedback and escalation where needed.
• Prepares reports on team performance and highlights top/bottom performers.
• Analyzes performance data and designs incentive programs to improve results.
• Ensures policy updates are communicated and training is conducted regularly.
• Oversees payroll-related tasks and labor compliance where applicable.

Job description

TELUS Digital in the Philippines is seeking an experienced Team Manager to oversee contact center operations at Vertis North and Cubao, Quezon City. You will lead a team, drive performance against program metrics, and coordinate coaching, mentoring, and timely feedback to maximize productivity and profitability.

The role requires overseeing performance cycles, payroll-related tasks, and collaboration with onshore partners to ensure service levels and customer satisfaction.