Team Lead | Australian Client (BPO) | Day Shift | Ortigas | Up to PHP150K
EMAPTA Muntinlupa Full-time
Manage AU Support Teams in a Diversified Global Media and Information Services Company
Delivering seamless customer experiences at scale for Australian audiences relies on leaders who can balance people development with operational excellence. The Team Lead for an Australian client (BPO) drives service quality, accountability, and continuous improvement across frontline teams handling complex customer needs.Grow within Emapta's globally connected ecosystem, offering career mobility, competitive rewards, and an environment built for sustained leadership success.
Job Overview
Employment Type: Full-timeShift: Day Shift
Work Setup: Onsite, Megatower, Ortigas
Salary: Earn up to PHP150,000
Exciting Perks Await!- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- 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)
- 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
- 5+ years of leadership experience in a BPO or contact center (Team Lead, Supervisor, or Manager)
- Proven track record in KPI delivery, performance management, and team coaching
- Strong experience handling customer escalations and complaint resolution
- Background in high-volume, metrics-driven operations (SLAs, CSAT, productivity)
- Excellent English communication and stakeholder management skills
- Proficient in CRM and contact center tools (e.g., Genesys, Salesforce, or similar)
- 3+ years supporting Australian (AU) customers, with strong understanding of AU communication and service expectations (preferred)
- Experience in media, telecommunications, or subscription-based services preferred
Your Daily Tasks
People Leadership & Coaching- Lead, coach, and motivate agents to achieve KPIs, quality, and productivity targets
- Support recruitment, onboarding, and ongoing development of team members
- Conduct coaching sessions, performance reviews, and provide continuous feedback and development plans
- Identify training needs, support career progression, and drive team engagement and culture
- Manage daily performance across customer experience, quality, productivity, and utilization metrics
- Coordinate with cross-functional teams on staffing, queue management, and real-time operations
- Act as escalation point for complex customer and operational issues
- Analyze performance data, dashboards, and customer trends to drive continuous improvement
- Ensure compliance with Australian standards and internal processes
- Handle high-level customer escalations and complaint resolution
- Identify root causes and implement preventive solutions
- Monitor interactions to uncover trends and service gaps
- Drive customer satisfaction, engagement, and 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 and a finalist in 2026 Inspiring Workplaces Awards Asia, 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!
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