Call Center Team Leader — KPI & Coaching

Concentrix; Mandaluyong; On-site; PHP 400,000 - 600,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to oversee a group of call center associates in a fast-paced environment. You will coach, mentor and monitor performance to meet KPIs and contractual targets.

The role requires strong communication, leadership, and time-management skills, with the ability to handle escalations and drive team performance through regular feedback and structured development plans.

Qualifications

• Associate degree or higher in a related field; 2–4 years of relevant experience preferred.

Responsibilities

• Supervise day-to-day activities of a group of call center associates and monitor attendance in line with policy and legal requirements.
• Coach direct reports regularly to ensure KPIs and performance targets are met.
• Identify performance issues, develop improvement plans, and implement corrective actions up to termination when needed.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed and provide subject-matter guidance.
• Lead team meetings for clear communication and organize team activities.
• Stay updated on internal processes, policies, and required manager development training.
• Assign tasks and prioritize work for subordinates; oversee day-to-day operations of the team.
• Contribute to selecting, training, and evaluating team members in accordance with policy.

Skills

Coaching

Team leadership

Communication

Time management

Mentoring

Flexibility

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations to oversee a group of call center associates in a fast-paced environment. You will coach, mentor and monitor performance to meet KPIs and contractual targets.

The role requires strong communication, leadership, and time-management skills, with the ability to handle escalations and drive team performance through regular feedback and structured development plans.