Call Center Operations Team Lead

Concentrix; Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

Concentrix Manila is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and ensure KPIs and contractual expectations are met through proactive guidance and accountability.

The ideal candidate holds an Associate's degree with 2–4 years of relevant experience, strong communication, and leadership abilities, and is willing to work a flexible schedule in a fast-paced environment.

Qualifications

• Two to four years of call center leadership experience.
• Strong communication and interpersonal skills.
• Ability to coach and mentor staff.
• Experience monitoring attendance and KPI metrics.
• Flexible schedule availability.

Responsibilities

• Supervise a group of call center associates daily in line with policy and legal requirements.
• Coach direct reports regularly to ensure KPIs are met.
• Identify performance issues and implement corrective actions up to termination.
• Ensure services meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and attend manager training.
• Promote Concentrix values through behavior and leadership.

Skills

Communication skills

Team leadership

Coaching

Time management

Multitasking

Problem solving

Education

Associate's degree

Job description

Concentrix Manila is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and ensure KPIs and contractual expectations are met through proactive guidance and accountability.

The ideal candidate holds an Associate's degree with 2–4 years of relevant experience, strong communication, and leadership abilities, and is willing to work a flexible schedule in a fast-paced environment.