Operations Team Leader (Telco)

TELUS Digital; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

TELUS Digital in Manila is seeking a Team Leader to oversee a team of Customer Service Representatives, ensuring performance meets company and client standards. You will coach, mentor, and conduct performance management sessions while monitoring daily, weekly, and monthly metrics.

You will handle escalations, support agents with complex concerns, prepare reports, collaborate with Operations Managers on action plans, ensure policy compliance, run trainings, and develop engagement programs to

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

• 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

Coaching & Mentoring

Performance Management

Call Center Ops

MS Office

Call Center Systems

Communication Skills

Problem-Solving

Time Management

Multitasking

Adaptability

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