Retention Team Coach

Emapta Global; Metro Manila; On-site; PHP 812,448 - 973,152; Full time

Benefits offered by this job

Day 1 HMO coverage with dependent

Prime Ortigas office location

Day shift with fixed weekends off

Salary Advance program

Upskilling via Emapta Academy

Gym access and fitness trainer

Lifestyle perks

Employee referral incentives

20 annual leaves

Mentorship with global leaders

Job summary

Emapta Global is seeking a Team Coach - Retention to build a high-performing retention function for an Australian media brand, onsite in Ortigas. You will coach agents, sharpen sales and retention metrics, and collaborate with global leaders to drive customer outcomes.

Join a dynamic team with Day 1 HMO coverage, unlimited upskilling, and a strong focus on career growth, stability, and international exposure.

Qualifications

• 5+ years coaching or leading teams in a high-performing sales/retention contact centre
• Proven success coaching agents to improve retention, save rates and sales conversion
• Experience supporting Australian customers with strong culture/communication
• Experience in home delivery/telecom/subscription retention environments
• Proficiency with contact centre platforms such as Genesys, Salesforce, Power BI or similar tools
• Excellent English communication to coach, mentor and give feedback

Responsibilities

• Conduct targeted coaching sessions to elevate agent capabilities in Australian interactions, focusing on sales and save outcomes
• Help agents understand and achieve KPIs like Save Rate and Sales Conversion through mentoring
• Identify underperformers and implement structured coaching plans
• Act as 2IC to Team Leader and support daily operations
• Analyze QA scores and performance dashboards to spot trends and gaps
• Collaborate to align CX outcomes with training initiatives
• Help design and refine training programs to strengthen retention performance
• Identify bottlenecks and work with Tech/Ops/QA to implement fixes
• Provide actionable insights to Team Leader and Senior Management

Skills

5+ yrs coaching

Proven coaching success

Australian support exp

Retention/telecom exp

CC platforms (Genesys/Salesforce/Power

Excellent English

Job description

Coach High-Performing Retention Teams Supporting Australia's Leading Media Brand

The best coaches don't just improve performance-they transform customer outcomes, strengthen teams, and protect business growth. As a Team Coach - Retention, you'll help build a pioneering retention function supporting one of Australia's most influential media organizations while working alongside global leaders. Through Emapta, you'll enjoy long-term career stability, industry-leading employee benefits, international exposure, and the opportunity to shape a high-performing team from day one.

Job Overview

Employment Type: Full-Time

Salary: Up to PHP80,000

Work Setup: Onsite, Megatower, Ortigas

• Pioneer opportunity to help build a high-performing team from the ground up
• Competitive Salary Package
• Day 1 HMO coverage with free dependent
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule with fixed weekends off
• Salary Advance Program through banking partner
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Skills and Experience

• 5+ years of experience coaching or leading teams within a high-performing sales and retention contact centre environment
• Proven success coaching agents to improve retention performance, save rates, and sales conversion
• Experience supporting Australian customers with a strong understanding of Australian culture and communication styles
• Experience in home delivery, telecommunications, subscription, or other fast-paced customer retention environments is highly regarded
• Proficiency using contact centre platforms such as Genesys, Salesforce, Power BI, or similar reporting and knowledge management tools
• Excellent English communication skills with the ability to coach, mentor, and deliver constructive feedback

Ideal Coach Profile (Core Values)

• Passion for developing people and building high-performing teams
• Strong coaching mindset focused on continuous learning and capability development
• Resourceful problem solver who adapts coaching strategies to different learning styles
• Customer-focused leader who balances commercial outcomes with exceptional customer experience

Your Daily Tasks

Sales and Retention Coaching

• Conduct targeted, high-impact coaching sessions to elevate agent capabilities in managing Australian customer interactions, with a focus on sales, objection handling, and customer save outcomes
• Support agents in understanding and achieving key commercial KPIs, including Save Rate and Sales Conversion, through hands‑on mentoring and side-by-side coaching
• Identify underperforming agents and implement structured coaching plans to address capability gaps in sales and retention conversations
• Act as the second-in-command (2IC) to the Team Leader, supporting daily operations and stepping in to lead the team when required

Training Partnership and Continuous Improvement

• Analyze QA scores, customer feedback, and performance dashboards to identify sales trends, knowledge gaps, and retention challenges
• Collaborate with the Training and Development team to align customer experience outcomes with capability‑building initiatives
• Help design, refine, and facilitate training programs that strengthen retention performance
• Identify process bottlenecks impacting sales and customer retention and work with Technology, Operations, and QA teams to implement solutions
• Provide actionable insights on individual and team performance trends to the Team Leader and Senior Management

Customer Experience (CX) and Escalation Management

• Handle complex customer complaints and escalated interactions, utilizing advanced service recovery techniques to secure save outcomes and protect customer loyalty
• Investigate root causes of escalations and translate findings into coaching opportunities, product improvements, and process enhancements
• Serve as the Voice of the Customer (VoC), championing a culture that delivers genuine, empathetic, and commercially smart customer experiences

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long‑term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world‑class support, and a culture built for excellence.