Call Center Team Leader — Coach & KPI Driver

Concentrix CVG Philippines, Inc.; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Concentrix CVG Philippines, Inc. is recruiting a Team Leader, Operations to supervise a group of call center associates daily. You will coach, motivate and ensure attendance and performance metrics are met.

You'll address escalated calls, lead team meetings, monitor KPIs, and implement corrective actions while promoting Concentrix values and ensuring policy compliance. This is a full-time on-site role in Cebu City.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Strong coaching and leadership to develop team performance.
• Ability to mentor, coach and provide direction to a team.

Responsibilities

• Supervise day-to-day call center operations and attendance.
• Coach direct reports to meet weekly performance metrics.
• Identify performance issues and implement corrective actions.
• Ensure KPIs and financial targets are met.
• Lead team meetings and organize team activities.
• Stay current with internal processes and policies.

Skills

Coaching

Communication skills

Leadership

Multi-tasking

Prioritization

Mentoring

Education

Associate's degree

Job description

Concentrix CVG Philippines, Inc. is recruiting a Team Leader, Operations to supervise a group of call center associates daily. You will coach, motivate and ensure attendance and performance metrics are met.

You'll address escalated calls, lead team meetings, monitor KPIs, and implement corrective actions while promoting Concentrix values and ensuring policy compliance. This is a full-time on-site role in Cebu City.