Call Center Team Lead, Operations

Concentrix; Quezon City; On-site; PHP 400,000 - 500,000; Full time

Job summary

Concentrix Quezon City is seeking a Team Leader for Eton to supervise a group of call center associates and drive performance metrics through coaching and accountability. The role requires strong communication, mentoring, and leadership to ensure service levels and KPIs are achieved.

The incumbent will coach, monitor attendance, and implement corrective actions as needed, while promoting Concentrix values and supporting team development within a fast-paced environment.

Qualifications

• Associate's degree in related field required or equivalent.
• Strong written and verbal communication skills.
• Ability to coach and develop team members to achieve performance targets.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis according to policy and legal requirements.
• Coach direct reports regularly to ensure KPIs are met.
• Identify performance issues and implement corrective actions, up to termination.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed and provide SME input.
• Lead team meetings and coordinate team activities.
• Stay updated on internal processes and participate in manager training.
• Promote Concentrix values and advocate for team members.

Skills

Coaching

Team leadership

Communication

Mentoring

Multitasking

Education

Associate's degree in related field

Job description

Concentrix Quezon City is seeking a Team Leader for Eton to supervise a group of call center associates and drive performance metrics through coaching and accountability. The role requires strong communication, mentoring, and leadership to ensure service levels and KPIs are achieved.

The incumbent will coach, monitor attendance, and implement corrective actions as needed, while promoting Concentrix values and supporting team development within a fast-paced environment.