Sales & Retention Coach — Lead a High-Impact Team

Emapta; Mandaluyong; On-site; PHP 536,000 - 893,000; Full time

Benefits offered by this job

Day 1 HMO

Office in Megatower Ortigas

Day shift with weekends off

Salary Advance Program

Upskilling via Emapta Academy

Gym access 24/7

Lifestyle perks

Employee referrals

20 annual leaves

Mentorship and global exposure

Job summary

Emapta in Ortigas, Manila, is seeking a Sales & Retention Team Coach to build a high-performing retention team from the ground up, coaching agents on retention, sales, and customer experience.

You will analyze QA scores, run coaching sessions, and partner with Training to drive capability and CX improvements, reporting to the Team Leader as second-in-command. Onsite, day shift, weekends off with competitive compensation.

Qualifications

• 5+ years coaching or leading teams in sales/retention contact centre.
• Proven success coaching agents to hit retention and sales targets.
• Experience supporting Australian customers and culture.
• Ability to interpret metrics and use CRM/BI tools.
• Experience in fast-paced retention environments.
• Excellent English communication and feedback skills.

Responsibilities

• Conduct high-impact coaching sessions to elevate agent capabilities for Australian interactions.
• Mentor agents to achieve Save Rate and Sales Conversion KPIs.
• Identify underperformers and implement structured coaching plans.
• Act as 2IC to Team Leader and support daily operations.
• Collaborate with Training and Development to align CX outcomes.
• Analyze QA scores and performance dashboards to identify trends.
• Handle complex escalations and provide coaching opportunities.

Skills

Coaching & leadership

Retention coaching

Australian market experience

CRM/BI proficiency

Customer experience focus

Performance analytics

Tools

Genesys

Salesforce

Power BI

Knowledge management bots

Job description

Emapta in Ortigas, Manila, is seeking a Sales & Retention Team Coach to build a high-performing retention team from the ground up, coaching agents on retention, sales, and customer experience.

You will analyze QA scores, run coaching sessions, and partner with Training to drive capability and CX improvements, reporting to the Team Leader as second-in-command. Onsite, day shift, weekends off with competitive compensation.