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!
