Strengthen Customer Experience Operations Through Coaching, Leadership, And Career Growth Opportunities
Meaningful customer experiences begin with strong coaching, empathetic leadership, and performance-driven support. This Team Coach opportunity places talented professionals inside a rapidly growing media and publishing operation serving Australian customers through high-quality engagement and coaching initiatives. Build long-term career success with access to global collaboration, leadership mentorship, continuous upskilling, and Emapta's award-winning culture built for high-performing professionals aiming to stand out in competitive customer experience careers.
Job Overview
- Full-time
- Day shift, open to work on weekends, holidays, and overtime
- Onsite, SM Megatower, Ortigas
Exciting Perks Await!
- Opportunity to help build a newly established 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
- Minimum 3 years of experience in coaching, QA, SME, or senior agent roles within high-performing contact centre environments
- Demonstrated experience supporting Australian customers with strong understanding of Australian communication styles, culture, and geography
- Experience in home-delivery services, telecommunications, fibre internet, or fast-paced digital platforms highly regarded
- Proficiency in contact centre tools and metrics, including Genesys, Salesforce, Power BI, and knowledge management platforms
- Exceptional English communication skills with the ability to provide clear, empathetic, and constructive coaching feedback
- Genuine care for agent well-being, growth, and success
- Passion for mentoring, continuous learning, and developing others
- Resourceful, adaptable, and solution-oriented coaching approach
Your Daily Tasks
Coaching, Capability & Engagement
- Conduct regular coaching sessions to improve agent capability, confidence, and Australian customer interaction skills
- Support agents in achieving KPIs and QA targets through mentoring and side-by-side coaching
- Monitor agent engagement and ensure team members feel supported, valued, and motivated
- Assist the Team Leader with daily operations and step in during absences or leave periods
Training Partnership & Continuous Improvement
- Analyse QA scores, customer feedback, and performance dashboards to identify trends and capability gaps
- Partner with Training and Development teams to improve programs and address performance needs
- Identify process gaps and collaborate with Tech, Operations, and QA teams on solutions and improvements
- Provide timely performance insights and recommendations to Team Leaders and Senior Management
Customer Experience (CX) & Escalation Management
- Handle escalated customer concerns using effective service recovery techniques
- Use escalation trends to identify coaching, process, and product improvement opportunities
- Promote a customer-first culture focused on empathy, smart solutions, and exceptional 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.
