Pioneer Team | Day Shift | Onsite | Ortigas | Up to PHP80K

Strong coaching creates stronger teams-and now is your chance to build one from the very beginning. The Team Performance Coach will play a critical role in establishing a newly formed high-performing team, influencing agent capability, QA outcomes, and operational excellence in a fast-moving Australian customer environment. Supported by Emapta, this is a premium long-term career opportunity for top-tier operational talent.

What's in It for You

Opportunity to help build a newly established high-performing team from the ground up
HMO coverage with free dependent upon regularization
Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
Unlimited opportunities for employee referral incentives across the organization
Standard government and Emapta benefits
Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
Fun engagement activities for employees
Mentorship and exposure to global leaders and teams
Career growth opportunities
Diverse and supportive work environment

Qualifications

3+ years experience as a Team Lead, QA, SME, or Senior Agent in a high-volume contact center, with hands-on leadership of 10-12 agents
Proven expertise in agent coaching, call reviews, QA, and performance management, using data-driven action plans to improve quality and KPI outcomes
Australian account experience required, with strong understanding of customer expectations, communication style, and cultural nuances
Background in telco, home delivery, or digital platform support (e.g., fibre internet, food delivery, subscription or app-based services)
Proficient in Genesys, Salesforce, Power BI, or similar reporting and performance tracking tools
Excellent English communication, with the ability to deliver clear, confident, and constructive feedback backed by real operational experience
Strong critical thinking, ownership, and independent decision-making in live customer and performance-driven environments

Core Values

Empathy & People Focus - Champions team well-being, engagement, and success
Coaching & Development - Passionate about mentoring and building high-performing teams through structured coaching
Adaptability & Problem-Solving - Adjusts coaching approach effectively and proactively closes performance gaps

Responsibilities

Coaching, Performance & Team Leadership

Lead performance-focused coaching using call reviews, QA insights, and real scenarios to strengthen agent capability, confidence, and consistency in serving Australian customers
Translate KPI and QA metrics into clear action plans, providing hands-on coaching and closing performance gaps
Foster team engagement and well-being, creating a supportive environment that sustains high performance
Act as second-in-command (2IC), supporting daily operations and stepping in for the Team Leader when needed

Insights, Training & Operational Improvement

Analyze QA scores, customer feedback, and performance dashboards to identify trends, skill gaps, and recurring operational issues
Partner with Training teams to design, refine, and deliver targeted learning solutions that improve frontline capability
Identify CX process bottlenecks and collaborate with Operations, QA, and Tech teams to implement practical improvements
Provide leadership with clear, actionable performance insights that strengthen team and operational effectiveness

Customer Experience & Escalation Ownership

Own complex customer escalations, delivering strong service recovery that protects customer trust and loyalty
Resolve root causes by linking customer issues to coaching opportunities, training gaps, or process improvements
Champion the voice of the customer, promoting empathetic, solution-focused, and commercially sound service interactions across the team

Join the Top 1% Talent. A better career. A better life.

At Emapta Philippines, careers are built with intention. Work with global clients, gain exposure to world-class standards, and grow in an environment designed for long-term success. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta stands among the region's most respected employers, committed to empowering talent through stability, opportunity, and continuous development.

Step into a career that moves with you. Apply today!

Team Performance Coach (TL/QA/SME)