2026 Delivery Operations GVPTP

Concentrix Philippines; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix Philippines in Makati is seeking a Call Center Team Leader to supervise a group of associates, monitor attendance, and enforce organizational policies. You will coach the team to achieve weekly performance targets and ensure smooth operation of daily activities.

The role requires a bachelor's degree and 2–4 years of relevant experience, strong communication, and proficiency in Microsoft Office. You will mentor staff, lead meetings, and promote Concentrix values while driving excellent

Qualifications

• Bachelor's Degree in related field; 2–4 years of relevant experience preferred.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office applications.
• Ability to mentor, coach and provide direction to a team of employees.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates including attendance monitoring.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues, develop action plans, and implement improvements.
• Ensure services meet KPIs and contractual expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to ensure open communication and organize team activities.
• Stay current on internal processes and policies; attend manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Communication

Team Leadership

Coaching

Multitasking

Time Management

Relationship Building

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

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