Functional Responsibilities

• Supervises and oversees the day-to-day activities of Call Center Coordinators. Ensures that all CCCs are properly monitoring and accurately recording metrics of the different Operations accounts and enforcing the implementation of policies and procedures per account. 

• Drives for the optimal conduct of call center operations to meet service level agreements with Clients.

• Performs intraday management analysis.  Analyzes and interprets day-end performance reports of the different accounts and translates information into action plans.  

• Provides reports as required by Operations and Clients and submits them in a timely manner.

• May be required to devise new processes, policies, and procedures to achieve better account performance, subsequently contributing to the attainment of service commitments to Clients.

• Coordinates with Operations Managers / Directors, Team Captains, and associates of related Support groups to discuss various concerns hindering / affecting the attainment of Client service commitments.  Keeps abreast of Operations updates that impact intraday management of accounts.  Ensures that Workforce, Operations accounts, and other Support groups are aligned with processes, policies, and procedures that may impact Operations

• Conducts regular performance evaluation sessions with direct reports.

• Prepares payroll data of direct reports and ensures accuracy and completeness of documents.

Minimum requirements for internal applicants:

• Should be a regular TELUS International Philippines team member

• Should not have any form of disciplinary action in the past 6 months

• Should have a score of at least Developing for 6 consecutive months

Important reminders:

• All applicants are required to attach their CVs and 6 months scorecard before submitting the application in Workday

• All applications will go through a series of approvals, from your immediate manager to your HR Business Partner assigned in the program/department

• The Talent Acquisition (TA) team can only process your application once it has been fully approved

For inquiries, email us at TA_NonAgent@telusinternational.com