Strategic Call Center Operations Leader

TELUS Digital; Iloilo; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

TELUS Digital in the Philippines is seeking an Assistant Manager for Call Center Operations to lead a program and ensure client KPIs are met. You will manage staffing, coaching, and performance appraisals to drive service metrics and profitability.

The role requires a Bachelor’s degree, 2–3 years in a call center leadership capacity, strong English communication, and proficiency in MS Office and call center software.

Qualifications

• Bachelor’s degree in any field.
• 2–3 years in Call Center Operations in a supervisory or managerial role.
• Proficient in MS Office and call center software such as CMS/IEX, Baleen and Blue Pumpkin.
• Excellent spoken and written English communication.

Responsibilities

• Drive attainment of client KPIs and targets for profitability.
• Monitor service metrics and coach for performance and sales metrics.
• Uphold company policies and workplace decorum.
• Ensure staffing ratios meet forecasted call volumes.
• Coordinate with Workforce for staffing and scheduling needs.
• Request overtime when needed to meet service metrics.
• Lead performance appraisals and manage disciplinary actions.
• Design incentive schemes to drive on-floor performance.
• Cascade updates and conduct regular program meetings.

Skills

Client relations

Leadership

English comms

Adaptive scheduling

Independent work

Customer focus

Time mgmt

Multitasking

Detail-oriented

Analytical

Problem solving

Decision making

Education

Bachelor’s Degree

Tools

MS Office

CMS/IEX

Baleen

Blue Pumpkin

Job description

TELUS Digital in the Philippines is seeking an Assistant Manager for Call Center Operations to lead a program and ensure client KPIs are met. You will manage staffing, coaching, and performance appraisals to drive service metrics and profitability.

The role requires a Bachelor’s degree, 2–3 years in a call center leadership capacity, strong English communication, and proficiency in MS Office and call center software.