Call Center Operations Team Lead

Concentrix; Philippines; On-site; PHP 335,000 - 502,000; Full time

Job summary

Concentrix is seeking a Team Leader to oversee a group of call center associates in the Philippines. The role focuses on day-to-day supervision, coaching, motivation, and accountability to achieve performance metrics and targets.

The successful candidate will monitor attendance, coach on performance weekly, and address issues with corrective actions as needed, while upholding service levels and Concentrix values.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong coaching and leadership abilities to develop team members.
• Ability to work under pressure and meet timelines.
• Strong written and verbal communication skills.
• Ability to mentor and guide a team.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of a group of call center associates including work and attendance monitoring.
• Coach direct reports on performance on a regular basis to meet weekly metrics.
• Identify performance issues, develop action plans, implement corrective actions up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct team meetings to share information and organize activities.
• Stay current on internal processes and attend manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Flexible schedule

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader to oversee a group of call center associates in the Philippines. The role focuses on day-to-day supervision, coaching, motivation, and accountability to achieve performance metrics and targets.

The successful candidate will monitor attendance, coach on performance weekly, and address issues with corrective actions as needed, while upholding service levels and Concentrix values.