2026 Delivery Operations GVPKP

cnx; Muntinlupa; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in Muntinlupa, Philippines, is seeking a Team Leader to supervise a group of call center associates, applying independent judgment to implement management policies and drive performance. You will monitor attendance, coach on performance, and take corrective action when needed to meet contractual KPIs and financial targets.

The ideal candidate holds a Bachelor's degree, strong written and verbal communication, proficiency in Microsoft Office, and a proven ability to mentor a team,

Qualifications

• Bachelor's degree in related field; 2–4 years of relevant experience preferred
• Strong written and verbal communication skills
• Proficiency in Microsoft Office
• Ability to mentor, coach and guide a team
• Ability to manage multiple tasks and meet deadlines

Responsibilities

• Supervise day-to-day operations of call center associates
• Coach direct reports regularly to meet performance metrics
• Identify performance gaps and implement action plans
• Ensure service levels and KPIs meet contractual targets
• Communicate expectations and provide timely updates to staff
• Provide SME support for escalated customer calls as needed
• Lead team meetings and disseminate policy updates

Skills

Communication skills

Leadership

Mentoring

Multitasking

Time management

Microsoft Office

Education

Bachelor's Degree

Job description

2026 Delivery Operations GVPKP

#LI-DNI

The Team Leader is responsible for Managing People through the day-to-day supervision of a group of call center associates and exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies. This position requires that the Team Leader ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability through the disciplinary process.

Essential Functions/Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team

Location

PHL Muntinlupa - Alabang 1

Time Type

Full time

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