Team Leader CX Operations- Search Engine

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

TELUS Digital is seeking an Operations Team Leader in the Philippines to manage a CSR team and ensure adherence to client standards. You will monitor performance against defined metrics, provide coaching, and handle administrative duties related to payroll templates and performance cycles.

You will motivate agents, assist in coaching, and collaborate with the Operations Manager to address issues, design incentive programs, and improve overall account performance.

Qualifications

• Leadership and people management experience.
• Ability to coach and mentor teammates.
• Experience with performance metrics and reporting.
• Knowledge of call center processes and customer interactions.

Responsibilities

• Lead and manage a CSR team to meet call center metrics and client requirements.
• Monitor performance daily/weekly/monthly; provide coaching and feedback.
• Plan, assess, and conduct performance reviews per company cycle.
• Prepare and analyze reports on team performance and top/bottom performers.
• Develop incentive programs and communicate policy/training updates to the team.

Skills

Team leadership

Performance coaching

Data reporting

Call center operations

Job description

Job Description

Position: Operations Team Leader

Department: Operations

Overview

Manages and oversees the activities of a team of CSR's, ensuring that each individual performs at par with the standards set by the company and the client. Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded. Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team's performance. Performs administrative duties for the team (i.e. payroll templates); Motivates agents to perform at their maximum capacity in order to fulfill professional growth targets, enhance the productivity of the account, and the overall profitability of the company.

• 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.

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.

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.

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.