Call Center Team Leader - Coaching & KPIs

Concentrix; Cebu City; On-site; PHP 350,000 - 520,000; Full time

Job summary

Concentrix in Cebu City is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

This managerial role ensures KPIs are met, handles escalations, conducts team meetings, and partners with other leaders to align with the business plan. The ideal candidate has an associate degree and 2–4 years of relevant leadership experience, plus strong communication and mentoring skills.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.

Responsibilities

• Supervise a group of call center associates and monitor attendance according to policy.
• Coach direct reports regularly to ensure KPI achievement.
• Identify performance issues and implement corrective action plans.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Conduct team meetings and facilitate open feedback sessions.
• Stay current on policies and participate in required management training.
• Manage daily activities of the team and coordinate with other leaders.

Skills

Coaching

Performance management

Communication

Multi-tasking

Mentoring

Flexible schedule

Education

Associate's degree

Job description

Concentrix in Cebu City is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

This managerial role ensures KPIs are met, handles escalations, conducts team meetings, and partners with other leaders to align with the business plan. The ideal candidate has an associate degree and 2–4 years of relevant leadership experience, plus strong communication and mentoring skills.