Call Center Team Lead — Performance & Coaching

Concentrix; Quezon; On-site; PHP 420,000 - 560,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. This role focuses on driving results and providing guidance to the team in a fast-paced environment.

You will monitor attendance, deliver timely feedback, and ensure adherence to organizational policies while maintaining a positive and productive work atmosphere.

Qualifications

• Associate's degree in related field preferred.
• Two to four years of relevant experience.
• Strong communication and leadership abilities.

Responsibilities

• Supervise call center associates daily and monitor attendance.
• Coach team members regularly to meet performance metrics.
• Identify performance issues and develop corrective action plans.
• Ensure service levels and KPIs meet contractual and financial targets.
• Communicate expectations and provide timely updates.
• Conduct team meetings and coordinate activities.
• Stay updated on policies and procedures.
• Promote company values and team advocacy.

Skills

Coaching & mentoring

Team leadership

Communication skills

Multitasking

Flexible schedule

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. This role focuses on driving results and providing guidance to the team in a fast-paced environment.

You will monitor attendance, deliver timely feedback, and ensure adherence to organizational policies while maintaining a positive and productive work atmosphere.