Call Center Operations Lead - Flexible Schedule

Concentrix Experts Colombia S.A.S.; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix in Quezon City is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics through coaching, motivation, and accountability. You will coach, monitor attendance, identify performance issues, and implement corrective actions while ensuring service levels meet KPIs and financial targets.

You will lead meetings, stay updated on policies, and promote Concentrix values.

Qualifications

• Supervise call center associates and monitor attendance per policy and law.
• Coach direct reports regularly to meet KPIs weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide updates.
• Handle escalated customer calls as needed.
• Lead team meetings and organize team activities.
• Stay current on processes and attend manager training.
• Advocate for Concentrix values and support the team.

Responsibilities

• Manage employment status and participate in transfers/promotions as needed.
• Exercise independent judgment to implement management policies.
• Manage team performance and conduct performance appraisals.
• Support and manage the program with other Team Leaders and Managers.
• Provide input into selecting and training and completing performance appraisals.
• Manage team on performance and deliver regular feedback.
• Team Leader role is managerial level and trusted.

Skills

Coaching and team leadership

Communication skills

Multitasking and time management

Mentoring and performance coaching

Flexible scheduling

Education

Associate's degree in related field

2-4 years relevant experience preferred

Job description

Concentrix in Quezon City is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics through coaching, motivation, and accountability. You will coach, monitor attendance, identify performance issues, and implement corrective actions while ensuring service levels meet KPIs and financial targets.

You will lead meetings, stay updated on policies, and promote Concentrix values.