Connecting Millions Through Trusted Media and Digital Platforms
Our client is a leading Australian media and digital services organization, reaching millions of customers each month through an extensive portfolio of platforms, subscriptions, and on-demand services. Operating at scale, they prioritize customer experience, data-driven decision-making, and operational excellence across every touchpoint.
Their environment rewards strong leadership, analytical thinking, and a commitment to continuous improvement-making this an ideal opportunity for seasoned team leaders ready to influence performance and customer satisfaction at a national level.
Job Description
As a Contact Center Team Lead, you will take ownership of a high-performing team supporting Australian customers across multiple channels. Your leadership directly influences service excellence, operational performance, and customer loyalty in a fast-paced media and digital environment.
Job Overview
Employment type: Full time
Shift: Day Shift, AU Shift (must be flexible and open to weekends, holidays, and overtime; Shifting schedule)
Work setup: Onsite, Megatower, Ortigas
Exciting Perks Await!
- Competitive Salary Package
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- HMO coverage with free dependent upon regularization
- 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)
- 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
- 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 diverse demographics and locations
- Strong background in home-delivery services and product offerings, including fibre internet or telecommunications services and on-demand delivery platforms
- Proven ability to manage performance and deliver measurable results
- Excellent English communication and stakeholder management skills
Your Key Responsibilities
People Leadership & Coaching
- Recruit, onboard, and support new team members
- Lead, mentor, and motivate Contact Center Agents to consistently achieve KPIs
- Conduct regular coaching focused on quality, behaviour, and performance
- Perform performance evaluations, set development goals, and provide ongoing feedback
- Identify training needs and support career development and progression
- Support teams through change initiatives and drive engagement
- Foster 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 to manage queues, staffing, and real-time performance
- Act as escalation point for complex customer and operational issues
- Analyse performance trends and implement action plans
- Support real-time customer experience management using business systems
- Interpret dashboards, customer sentiment, and quality trends to drive improvement
- Ensure compliance with Australian standards and internal policies
Customer Management
- Serve as primary escalation contact for complex enquiries
- Resolve complaints effectively while implementing preventative solutions
- Monitor interactions to identify trends and improvement opportunities
- Drive customer engagement and value through consistent service excellence
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
