Operations Team Leader

TELUS Digital; Makati; On-site; PHP 480,000 - 840,000; Full time

Job summary

TELUS Digital in Makati is seeking a dedicated Call Center Team Leader to steer CSR operations from the frontline. You will drive performance, coach staff, and manage escalation calls, ensuring targets are met and processes are optimized across daily, weekly, and monthly cycles.

Ideal candidates have strong leadership, coaching, and data-driven decision abilities, with experience guiding teams through performance cycles and reporting on outcomes.

Qualifications

• Experience leading CSR teams in call center operations.
• Strong coaching and mentoring skills with a focus on development.
• Proven ability to manage performance and hit daily/weekly/monthly targets.

Responsibilities

• Lead and manage CSR teams in call center operations for optimal execution.
• Ensure each team member meets/exceeds goals and metrics daily, weekly, and monthly.
• Conduct performance reviews and provide timely feedback per the performance cycle.
• Set personal and team goals and coach employees to achieve targets.
• Monitor performance during shifts and provide coaching as needed.
• Handle escalation calls and assess team capability for complex inquiries.
• Share knowledge to upskill agents for handling complex interactions.
• Prepare performance reports for top and bottom performers and validate metrics.
• Use data-based rewards and recognition to drive improvements.
• Maintain transparency on team/individual performance and drive issues to resolution.
• Collaborate with peers and Operations Manager to address challenges and brainstorm solutions.
• Analyze drivers of performance and design incentive programs to improve the work environment.

Skills

Leadership

Coaching & mentoring

Performance management

Education

Bachelor's degree in a related field

Tools

Baleen metrics

Job description

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
• Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.
• Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls.
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
• Prepares reports on top and bottom performers and cross-checks this with overall metrics for the account / program.
• Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring.
• Maintains transparency with the group on team / individual performance achieved.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.
• Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.