Setting the Standard for Customer Experience in Australian Digital Media
Help build a pioneer customer operations team supporting one of Australia's leading digital media organizations and the audiences it serves nationwide. As a Contact Centre Team Leader, you'll shape team performance, customer experience, retention, and service excellence while leading interactions across diverse Australian customers and communities. Through Emapta, you'll gain global exposure, collaborate with international stakeholders, and grow your leadership career with the stability, development, and premium employee experience designed to help exceptional talent thrive.
Job Overview
- Employment Type: Full-time
- Shift: Day Shift, open to work on weekends, holidays, and overtime
- Salary: Earn up to PHP 100,000 (based on experience, skills, and expertise)
- Work Setup: Onsite, SM Megatower, Ortigas
Exciting Perks Await!
- Pioneer opportunity to help build a high-performing team from the ground up
- Competitive Salary Package
- Day 1 HMO coverage with free dependent
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- 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
The Qualifications We Seek
- At least 5 years of customer management leadership experience as a Contact Centre Team Leader or Team Manager
- At least 3 years of experience supporting Australian customers across varied demographics, regions, and service needs
- Experience supporting Australian customers across diverse demographics and locations preferred
- Strong background in home-delivery services, fibre internet, telecommunications, or on-demand delivery platforms
- Proven ability to manage team performance and deliver measurable operational results
- Excellent English communication, people leadership, and stakeholder management skills
Your Daily Tasks
People Leadership & Coaching
- Recruit, onboard, and support new Contact Center team members
- Lead, mentor, and motivate agents to achieve KPIs and performance targets
- Conduct regular coaching focused on quality, behaviour, and performance improvement
- Perform evaluations, set development goals, and provide ongoing feedback
- Identify training needs and support career growth and progression
- Support change initiatives while fostering a positive, inclusive, and high-performing culture
Operational Excellence
- Manage daily team performance across customer experience, quality, productivity, and utilisation metrics
- Collaborate with cross-functional teams on queue management, staffing, and real-time operations
- Act as escalation point for complex customer and operational concerns
- Analyse performance trends and implement action plans for continuous improvement
- Use dashboards, customer sentiment, and quality insights to improve operational outcomes
- Ensure compliance with Australian standards, processes, and internal policies
Customer Management
- Serve as primary escalation contact for complex customer enquiries and complaints
- Resolve issues effectively while implementing preventative solutions and process improvements
- Monitor customer interactions to identify trends and service improvement opportunities
- Drive customer engagement, retention, and service excellence through strong leadership
Join the Top 1% Talent. A Better Career. A Better Life.
Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.
Apply now and be part of the #EmaptaEra.
