Call Center Operations Lead – KPI Excellence

Concentrix; Quezon City; On-site; PHP 614,000 - 837,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader, Operations to oversee day-to-day supervision of a group of call center associates and drive performance against KPIs. You will coach, motivate, and hold the team accountable, ensure attendance discipline, and manage schedules while contributing to broader operational goals.

You will also participate in management training, align with Concentrix values, and support ongoing process improvements to deliver excellent customer outcomes.

Qualifications

• Associate's degree in related field.
• Two to four years of relevant experience.
• Strong communication skills.
• Ability to lead and coach a team.

Responsibilities

• Supervise a group of call center associates daily and monitor attendance and workload.
• Coach direct reports regularly to achieve performance metrics weekly.
• Identify performance issues and implement corrective action as needed.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations clearly and provide timely updates to the team.
• Provide subject matter expertise in handling escalated customer calls.
• Lead team meetings and manage scheduling and activities.
• Stay current on internal policies and participate in manager development training.

Skills

Coaching

People management

Communication

Leadership

Education

Associate's degree in related field

Job description

Concentrix in the Philippines is seeking a Team Leader, Operations to oversee day-to-day supervision of a group of call center associates and drive performance against KPIs. You will coach, motivate, and hold the team accountable, ensure attendance discipline, and manage schedules while contributing to broader operational goals.

You will also participate in management training, align with Concentrix values, and support ongoing process improvements to deliver excellent customer outcomes.