Call Center Operations Team Lead: Coach & KPIs

Concentrix; Quezon City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader, Operations to supervise and coach a group of call center associates, ensuring attendance, performance metrics, and a strong focus on customer experience.

You will monitor KPI targets, provide guidance on escalation handling, and conduct regular team meetings to maintain high service levels while upholding Concentrix values and policies.

Qualifications

• Bachelor's or equivalent not specified; Associate's degree required.
• 2–4 years of relevant experience preferred.
• Strong leadership and coaching abilities.
• Excellent written and verbal communication skills.
• Ability to multitask and manage timelines.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels align with KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and mentor staff.
• Lead team meetings and coordinate team activities.

Skills

Team leadership

Coaching

Communication

Mentoring

Multitasking

Flexible schedule

Education

Associate's degree

Job description

Concentrix Philippines is seeking a Team Leader, Operations to supervise and coach a group of call center associates, ensuring attendance, performance metrics, and a strong focus on customer experience.

You will monitor KPI targets, provide guidance on escalation handling, and conduct regular team meetings to maintain high service levels while upholding Concentrix values and policies.