Team Coach – Retention

About the role

Join a newly established, high‑performing retention team supporting a leading Australian media organisation. As a Team Coach – Retention you will drive agent capability, improve customer retention and boost commercial performance within a fast‑paced contact centre.

Key responsibilities

• Coach and develop agents to meet retention and sales targets, improving save rates and conversion.
• Interpret contact‑centre metrics and guide the team using platforms such as Genesys, Salesforce and Power BI.
• Build and nurture a high‑performing team culture from the ground up.
• Provide constructive, empathetic feedback and support to enhance agent performance.

Required profile

• 5+ years of coaching or leading teams in a high‑performing sales and retention contact‑centre environment.
• Proven success in achieving retention and sales targets.
• Experience supporting Australian customers and understanding their cultural nuances.
• Background in home‑delivery services, telecommunications or fast‑moving digital products is highly regarded.
• Exceptional English communication skills.

Required skills

• Genesys
• Salesforce
• Power BI

What we offer

• Competitive salary package with Day 1 HMO coverage.
• Prime office location in Ortigas with easy MRT access.
• Day‑shift schedule with fixed weekends off.
• Salary‑advance program through a banking partner.
• Unlimited upskilling via Emapta Academy courses.
• Free 24/7 office gym access and a personal fitness trainer.
• Exclusive lifestyle perks, referral incentives and 20 annual leaves (including cash‑convertible credits).
• Mentorship, global exposure and clear career‑growth pathways.