Call Center Team Lead — KPI-Driven Coach (Flexible Schedule)

cnx; Quezon City; On-site; PHP 446,000 - 737,000; Full time

Job summary

cnx is seeking a Team Leader, Operations in Quezon City to supervise a group of call center associates for the Eton project. You will coach, monitor attendance, and ensure KPIs are achieved while maintaining service quality.

Strong communication, leadership, and the ability to manage multiple tasks are essential. A related associate degree and 2–4 years of experience are preferred; flexibility in schedule may be required.

Qualifications

• Associate's degree with 2–4 years of relevant experience preferred.
• Strong coaching and team development skills.
• Excellent written and verbal communication.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Coach on performance to meet KPIs weekly.
• Identify issues, create action plans, implement corrective actions.
• Ensure service levels and KPIs meet contractual expectations.
• Communicate expectations and provide timely updates.
• Handle escalated calls as needed and mentor team members.
• Lead team meetings and stay updated on policies and processes.
• Promote company values and support team members.

Skills

Team leadership

Coaching

Communication

Attendance monitoring

Decision making

Education

Associate's degree

Job description

cnx is seeking a Team Leader, Operations in Quezon City to supervise a group of call center associates for the Eton project. You will coach, monitor attendance, and ensure KPIs are achieved while maintaining service quality.

Strong communication, leadership, and the ability to manage multiple tasks are essential. A related associate degree and 2–4 years of experience are preferred; flexibility in schedule may be required.