Call Center Operations Team Lead

cnx; Davao City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Concentrix in Davao City is seeking an experienced Team Leader, Operations to supervise a group of call center associates and drive performance against contractual KPIs. You will coach, monitor attendance, and take corrective actions to ensure service levels and financial targets are met.

The role requires strong communication, multitasking, and leadership skills, with a focus on mentoring staff and delivering timely feedback. Flexible schedule may be required.

Qualifications

• Associate's degree in related field preferred with 2–4 years of relevant experience.
• Strong coaching and communication skills to develop team performance.
• Ability to manage multiple tasks and meet deadlines in a fast-paced call center environment.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports regularly to meet performance metrics at least weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed.
• Lead team meetings and organize team activities.
• Stay updated on internal policies and procedures.

Skills

Coaching

Performance management

Team leadership

Communication

Attendance monitoring

Education

Associate's degree in related field

Job description

Concentrix in Davao City is seeking an experienced Team Leader, Operations to supervise a group of call center associates and drive performance against contractual KPIs. You will coach, monitor attendance, and take corrective actions to ensure service levels and financial targets are met.

The role requires strong communication, multitasking, and leadership skills, with a focus on mentoring staff and delivering timely feedback. Flexible schedule may be required.