Call Center Team Leader | Flexible Schedule & KPIs

Convergys; Manila; Hybrid; PHP 279,000 - 558,000; Full time

Job summary

Concentrix Manila is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics are met. You will coach staff regularly, monitor attendance, and implement corrective actions when needed.

Ideal candidates hold an associate's degree with 2–4 years of relevant experience, possess strong communication skills, and can mentor a team while managing multiple priorities in a fast-paced environment. A flexible schedule is required.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Highly motivated with coaching and team development skills to meet performance targets.
• Strong written and spoken communication abilities.
• Ability to lead a team in multitasking, prioritization and meeting deadlines.
• Experience mentoring and guiding employees; flexible schedule as needed.

Responsibilities

• Supervise a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to meet or exceed KPIs.
• Identify performance issues and implement corrective actions up to termination.
• Escalate and handle escalated customer calls when needed.
• Lead team meetings, communicate updates, and organize team activities.

Skills

Coaching

Communication

Team leadership

Multitasking

Education

Associate's degree in related field

Job description

Concentrix Manila is seeking a Team Leader, Operations to supervise a group of call center associates and ensure performance metrics are met. You will coach staff regularly, monitor attendance, and implement corrective actions when needed.

Ideal candidates hold an associate's degree with 2–4 years of relevant experience, possess strong communication skills, and can mentor a team while managing multiple priorities in a fast-paced environment. A flexible schedule is required.