Call Center Team Leader - Flexible Schedule & Performance

Concentrix; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix in the Philippines is seeking a 2025 Team Leader, Operations to supervise a group of call center associates and drive KPI achievement through coaching and accountability. You will monitor attendance, coach performance, and coordinate with managers to meet service targets and contractual metrics.

The role requires strong communication, the ability to mentor a diverse team, handle escalating issues, and deliver timely updates while promoting company values and a positive work

Qualifications

• Associate's degree or equivalent preferred.
• Experience leading call center teams.
• Strong verbal and written communication.

Responsibilities

• Supervise day-to-day operations for a group of call center associates.
• Coach reports regularly to improve performance and meet KPIs.
• Monitor work and attendance per policy and legal requirements.
• Identify issues, develop action plans, and implement corrective actions.
• Manage escalated customer calls and provide SME input.
• Conduct team meetings and organize team activities.
• Promote Concentrix values and foster a positive team environment.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Flexibility

Education

Associate's degree

Job description

Concentrix in the Philippines is seeking a 2025 Team Leader, Operations to supervise a group of call center associates and drive KPI achievement through coaching and accountability. You will monitor attendance, coach performance, and coordinate with managers to meet service targets and contractual metrics.

The role requires strong communication, the ability to mentor a diverse team, handle escalating issues, and deliver timely updates while promoting company values and a positive work