Performance-Driven Call Center Operations Lead

TELUS Digital; Western Visayas; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

TELUS Digital is seeking an experienced Operations Manager in the Philippines to oversee program profitability by meeting client KPIs and targets. You will manage staffing levels, forecast volumes, and ensure adherence to client and company policies while driving performance across the team.

The role requires strong leadership, strategic planning, and the ability to coach and reward top performers, with a focus on continuous improvement in a fast-paced contact center environment.

Qualifications

• Bachelor's Degree in any course, preferably Business or Business Management.
• 2–3 years Call Center Operations or related experience in an assistant or managerial capacity.
• Proficient in call center operations and organization.
• Proficiency with MS Office and call center software (CMS/IEX, Baleen, Blue Pumpkin).
• Prior knowledge of client-specifics preferred.

Responsibilities

• Ensure profitability by achieving client KPIs and targets.
• Monitor queue and service metrics; coach for performance.
• Uphold policies and ensure attendance/schedule adherence.
• Maintain staffing ratios and forecasted call volumes.
• Coordinate with Workforce for net staffing and scheduling.
• Coordinate overtime to meet metrics.
• Drive recognition and incentives; succession planning.
• Conduct performance appraisals and provide feedback.
• Disciplinary actions for non-performers.
• Provide coaching and mentorship to associates and team captains.
• Disseminate updates and conduct regular meetings with TCs.

Skills

Call center operations

Client relations

English communication

MS Office

Education

Bachelor's degree

Tools

CMS/IEX

Baleen

Blue Pumpkin

MS Office

Job description

TELUS Digital is seeking an experienced Operations Manager in the Philippines to oversee program profitability by meeting client KPIs and targets. You will manage staffing levels, forecast volumes, and ensure adherence to client and company policies while driving performance across the team.

The role requires strong leadership, strategic planning, and the ability to coach and reward top performers, with a focus on continuous improvement in a fast-paced contact center environment.