Team Leader CX Operations

TELUS Digital; Manila; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

TELUS Digital Philippines is seeking a proactive Officer - People Leader to guide a CSR team in call center operations. You will drive performance, coach staff, and ensure KPI attainment while coordinating with the Operations Manager on improvements.

This role emphasizes nurturing talent, handling escalations, and delivering data-driven insights. Ideal candidates bring proven leadership in contact centers, strong coaching skills, and a strategic mindset to optimize performance and customer

Formación

• Leader of CSR teams with a track record of achieving targets.
• Experience in performance management and coaching.
• Strong understanding of call center metrics and QA processes.

Responsabilidades

• Leads and manages a team of CSR's in call center operations.
• Ensures team meets/exceeds daily, weekly, monthly goals.
• Conducts performance reviews and coaching sessions.
• Plans and conducts regular feedback meetings per the performance cycle.
• Sets personal and team goals and coaches to achieve targets.
• Monitors performance and provides coaching during shifts.
• Provides constructive feedback to reach daily targets.
• Handles escalation calls and guides complex cases.
• Imparts knowledge to equip team for complex interactions.
• Prepares reports on top/bottom performers and cross-checks metrics.
• Uses data (Baleen metrics) for rewards and coaching.
• Maintains transparency on team/individual performance.
• Collaborates with Operations Manager on issues and solutions.
• Analyzes performance drivers and designs incentive programs.
• Prepares and submits team performance reports to Operations Manager.
• Discusses performance relative to company objectives.

Conocimientos

Team leadership

Coaching & mentoring

Performance management

Call center operations

Data-driven decision making

Herramientas

CMS

Descripción del empleo

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

Description

Responsibilities

• Leads and manages a team of CSR's in the optimal execution of call center operations activities (i.e. taking calls, addressing customer issues / complaints, placing sales orders).
• Ensures that each team member meets / exceeds their goals and metrics on a daily, weekly, and monthly basis.
• Conducts performance management activities for team members supervised.
• Conducts timely planning, assessment, and feedback meetings as stipulated in the company’s performance cycle.
• Ensures that personal and team goals are set, and provides the necessary coaching, mentoring, and assistance in order for team members to achieve their targets.
• Monitors each team member’s performance throughout the shift, providing assistance, coaching, and mentoring as necessary.
• Provides positive and constructive feedback on what individual team members need to do in order to attain their daily targets.
• Handles escalation calls from CSR's, exercising discernment on whether or not individuals are capable of handling complex customer calls.
• Imparts knowledge and experience gained on the floor in order to equip team members with the necessary skills to handle complex customer interactions.
• Prepares reports on top and bottom performers and cross‑checks this with overall metrics for the account / program.
• Utilizes tangible and quantifiable data (i.e. Baleen metrics) as a basis for providing rewards and recognition, as well as a means for coaching and mentoring.
• Maintains transparency with the group on team / individual performance achieved.
• Brainstorms with fellow Team Leaders and the Operations Manager to discuss various issues / problems faced by their respective teams.
• Analyzes and determines what affects agent / team performance, establishes solutions, designs new incentive programs, and improves working conditions based on findings.
• Prepares and submits reports on team performance to the Operations Manager.
• Discusses overall team performance in relation to the objectives of the Company and the program / account.
• Determines areas for improvement of the account’s performance and translates these to action plans for the team.
• Ensures that all team members are aware of policy and procedural updates by coordinating for / facilitating recurrent training of agents.
• Gathers information on Client updates on policies and procedures, and conducts weekly training sessions that center on procedural updates / changes in order to familiarize agents.
• Motivates and inspires all team members to perform better by formulating and implementing regular (i.e. weekly, monthly) team activities.
• Designs incentive‑based programs aimed at motivating agents to attain the different goals and metrics, boost morale, and ultimately meet or exceed service levels set by the Client.
• Manages the queue and controls abandoned calls by utilizing available equipment and resources (i.e. CMS, hold time, AHT).
• Ensures that passing service levels are met and / or exceeded by maximizing the headcount of CSR's on the floor.
• Acts as a Human Resources and HR-Business Partners point-person, having the jurisdiction to address grievances in line with the Company’s policies / procedures and the Labor Code of the Philippines.
• Takes initiative in acquiring the necessary Human Resources knowledge in order to increase one’s supervisory capabilities.
• Primarily handles grievances / issues (i.e. attendance, performance, behavior and attitude) prior to escalating these to the Human Resources - Business Partners.
• Attends Compensation and Benefits concerns of assigned CSR's, focusing on payroll disputes, the timely preparation and submission of payroll templates.
• Accurately tracks and indicates hours of overtime and night differential rendered by each assigned agent for the proper computation of salary.

Minimum requirements for internal applicants

• Should be a regular TELUS Digital Philippines team member
• Should not have any form of disciplinary action in the past 6 months

Passing scorecard

• Passing scorecard defined as Objectives + TELUS Values
• Should have an average 6 months scorecard of ACHIEVING for promotion or change in job scope.
• Should have an average of 6 months scorecard of DEVELOPING for lateral movement (Only applies to the same job profile and does not apply to the same job level but different job scope).
• Should be certified in Explore certification to apply for an Officer - People leader role.
• Should complete the Explore learning module in MyGrowth for an Officer - Individual Contributor role.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

About Company

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iX, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.