2026 Delivery Operations GVPTP

cnx; Makati; On-site; PHP 400,000 - 650,000; Full time

Job summary

cnx in Makati City is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching, motivation, and accountability. You will ensure attendance, quality, and adherence to policy while implementing management directives.

You will mentor staff, address performance gaps, and ensure service levels align with contractual KPIs and financial targets. This role demands clear communication and proactive leadership in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field with 2–4 years of relevant experience.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to lead a team, mentor, and meet deadlines under pressure.
• Familiarity with call center performance metrics and coaching.

Responsibilities

• Supervise a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to achieve KPIs and metrics.
• Identify performance issues, create improvement plans, and take corrective action.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay updated on internal policies and attend manager development training.
• Promote Concentrix values through behavior and advocacy.

Skills

Team leadership

Coaching

Communication

Multitasking

Mentoring

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Job Title:

2026 Delivery Operations GVPTP

Job Description

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

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Location:

PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building

Time Type:

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