Call Center Operations Team Lead

CNX; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

CNX in Quezon City, Philippines is seeking a Team Leader for UPA to supervise a group of call center associates and ensure performance metrics through coaching and accountability.

You will coach staff weekly, monitor attendance, manage escalations, and drive KPIs while aligning with company policy and legal requirements.

This role requires an associate degree and 2–4 years of related experience, strong communication, multitasking, and a flexible schedule.

Qualifications

• Associate’s degree or equivalent; 2–4 years relevant experience preferred.
• Strong coaching and motivational skills to develop team performance.
• Excellent written and verbal communication abilities.
• Able to lead a team in multi-tasking and meet timelines.

Responsibilities

• Supervise a group of call center associates daily and monitor attendance.
• Coach direct reports weekly to ensure KPIs are achieved.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Mentor and provide direction to team members and conduct team meetings.

Skills

Coaching

Team leadership

Communication

Multitasking

Prioritization

Education

Associate’s degree in related field

Job description

CNX in Quezon City, Philippines is seeking a Team Leader for UPA to supervise a group of call center associates and ensure performance metrics through coaching and accountability.

You will coach staff weekly, monitor attendance, manage escalations, and drive KPIs while aligning with company policy and legal requirements.

This role requires an associate degree and 2–4 years of related experience, strong communication, multitasking, and a flexible schedule.