Call Center Operations Team Lead - Coaching & KPIs

Concentrix Experts Colombia S.A.S.; Muntinlupa; On-site; PHP 420,000 - 680,000; Full time

Job summary

Concentrix Experts Colombia S.A.S. in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets and service levels are met.

You will monitor attendance, provide feedback, manage escalations, run team meetings, and promote company values while developing your team. A degree and 2–4 years' experience preferred.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.

Responsibilities

• Responsible for day-to-day supervision of call center associates including work and attendance monitoring in accordance with policy and legal requirements.
• Effectively coach direct reports on their performance to ensure metrics are achieved weekly.
• Identify performance issues, develop action plan for improvement, implement corrective action 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 communicate information and gather input; schedule team activities.
• Stay current on internal processes; attend required manager training.
• Promote Concentrix values through behavior and attitude.

Skills

Team leadership

Coaching

Communication

Multi-tasking

Flexible schedule

Education

Associate's degree

Job description

Concentrix Experts Colombia S.A.S. in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets and service levels are met.

You will monitor attendance, provide feedback, manage escalations, run team meetings, and promote company values while developing your team. A degree and 2–4 years' experience preferred.