Shape Every Save, Strengthen Every Customer Connection
Help build a newly established, high-performing retention team supporting one of Australia's most influential media organizations. As a Team Coach - Retention, you will serve as the driving force behind agent capability, customer retention, and commercial performance within the contact centre. This long-term global career opportunity is designed for top 1% talent seeking leadership impact, international exposure, and meaningful career growth backed by Emapta's industry-leading employee experience.
Job Overview
Employment Type: Full-Time
Shift: Day Shift | Weekends Off
Work Setup: Onsite, 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 with fixed weekends off
- Salary Advance Program through banking partner
- 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
Skills and Experience
- 5+years of experience coaching or leading teams within a high-performing sales and retention contact centre environment
- Demonstrated success coaching agents to achieve retention and sales targets, including proven experience with save rates and sales conversion models
- Experience supporting Australian customers, with a strong understanding of Australian cultural nuances, communication styles, and geographical context
- Previous experience in home-delivery services, telecommunications, or fast-paced digital product offerings (e.g., fibre internet, delivery platforms) is highly regarded
- Proficiency in interpreting contact centre metrics and navigating platforms such as Genesys, Salesforce, Power BI, or knowledge management bots
- Exceptional English communication skills with the ability to provide constructive, empathetic, and clear feedback to peers
Ideal Coach Profile (Core Values)
- People-First Leadership: Demonstrates genuine care for the well-being, growth, and success of team members while fostering a supportive and high-performing environment.
- Coaching and Development Mindset: Passionate about continuous learning, capability building, and empowering others to achieve their sales, retention, and professional development goals.
- Resourceful and Solution-Oriented: Adapts coaching approaches to different learning styles and proactively identifies innovative solutions to improve team performance and retention outcomes.
Your Daily Tasks
Sales and Retention Coaching
- Conduct targeted, high-impact coaching sessions to elevate agent capabilities in managing Australian customer interactions, with a focus on sales, objection handling, and customer save outcomes
- Support agents in understanding and achieving key commercial KPIs, including Save Rate and Sales Conversion, through hands-on mentoring and side-by-side coaching
- Identify underperforming agents and implement structured coaching plans to address capability gaps in sales and retention conversations
- Act as the second-in-command (2IC) to the Team Leader, supporting daily operations and stepping in to lead the team when required
Training Partnership and Continuous Improvement
- Analyze QA scores, customer feedback, and performance dashboards to identify sales trends, knowledge gaps, and retention challenges
- Collaborate with the Training and Development team to align customer experience outcomes with capability-building initiatives
- Help design, refine, and facilitate training programs that strengthen retention performance
- Identify process bottlenecks impacting sales and customer retention and work with Technology, Operations, and QA teams to implement solutions
- Provide actionable insights on individual and team performance trends to the Team Leader and Senior Management
Customer Experience (CX) and Escalation Management
- Handle complex customer complaints and escalated interactions, utilizing advanced service recovery techniques to secure save outcomes and protect customer loyalty
- Investigate root causes of escalations and translate findings into coaching opportunities, product improvements, and process enhancements
- Serve as the Voice of the Customer (VoC), championing a culture that delivers genuine, empathetic, and commercially smart customer experiences
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 a finalist in the 2026 Inspiring Workplaces Awards Asia, 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.
