Team Performance Coach | TL/QA/SME | Day Shift | Ortigas | Up to PHP130K

Lead Agent Coaching and Performance Improvement in Customer Operations

Through Emapta, you'll build a long-term global career with international exposure, continuous upskilling, and a high-performance environment designed for sustained growth.

Job Overview

Salary: Earn up to PHP130,000

• 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

• 3+ years' experience as Team Lead, QA, SME, or Senior Agent in a contact center, with hands-on management of 10-12 agents
• Proven coaching experience, call reviews, and performance data to improve agent quality and performance
• Australian account experience, with strong understanding of customer expectations, communication style, and cultural nuances
• Background in telco, home delivery, or digital platforms (e.g., fibre internet, food delivery such as Uber Eats and Deliveroo), in high-volume environments
• Strong QA and performance management skills, able to identify gaps, create action plans, and drive measurable improvements
• Proficient in Genesys, Salesforce, Power BI, or similar tools for reporting, coaching, and performance tracking
• Excellent English communication, able to deliver clear, specific, and experience-based feedback with maturity and confidence
• Applies critical thinking and ownership, demonstrating real scenario-based knowledge and independent decision-making

• Empathy & People Focus: Demonstrates genuine care for team well-being, engagement, and success
• Coaching & Development: Passionate about mentoring, upskilling, and building high-performing agents through structured coaching
• Adaptability & Problem-Solving: Adjusts coaching style to different individuals and proactively finds practical solutions to performance gaps

Your Daily Tasks

• Lead performance-focused coaching in a contact center environment-using call reviews, QA insights, and real scenarios to build agent capability, confidence, and consistency in handling Australian customers
• Enable KPI and QA success by translating metrics into clear actions, providing hands-on support, and closing performance gaps
• Drive team engagement and well-being, creating a supportive environment where agents stay motivated and perform at a high level
• Act as second-in-command (2IC) by supporting the Team Leader in daily operations and stepping in to manage the team during absences

• Turn data into action by analyzing QA scores, customer feedback, and performance dashboards to uncover trends, skill gaps, and recurring issues across the contact center
• Bridge performance and training by working closely with Training teams to design, refine, or deliver targeted learning solutions
• Improve processes that impact CX, identifying bottlenecks and partnering with Operations, QA, and Tech teams to implement effective fixes
• Strengthen the feedback loop by delivering clear, actionable insights on team and individual performance to leadership

• Take ownership of complex escalations, resolving issues with strong service recovery to protect customer trust and loyalty
• Drive root cause resolution, linking customer issues to coaching needs, training gaps, or process improvements
• Champion the voice of the customer, promoting empathetic, solution-driven, and commercially sound interactions across the team

Welcome to Emapta Philippines!

We empower your success with opportunities for personal and professional development in an inclusive environment.

Apply now and be part of the #EmaptaEra!