Call Center Team Leader, Operations & KPIs

Concentrix; Philippines; On-site; PHP 480,000 - 600,000; Full time

Job summary

Concentrix in Quezon City (UP Ayala TechnoHub) seeks a Team Leader for UPA to supervise call center associates and drive KPI performance through coaching and accountability. This full-time role requires coordinating workloads, monitoring attendance, and providing timely feedback.

You will lead meetings, stay current with policies, and promote Concentrix values while supporting career development. Associates work under your guidance to meet contractual targets and service levels.

Qualifications

• Two to four years of relevant experience preferred.
• Strong verbal and written communication skills.
• Ability to mentor and develop a team.

Responsibilities

• Supervise day-to-day activities of a group of call center associates and monitor attendance.
• Coach direct reports regularly to achieve performance metrics.
• Identify performance issues and develop action plans including corrective actions up to termination.
• Ensure KPIs and financial targets are met for service delivery.
• Communicate expectations and provide timely updates to the team.
• Lead team meetings and promote open communication and collaboration.

Skills

Leadership

Coaching

Team supervision

Communication

Education

Associate's degree

Job description

Concentrix in Quezon City (UP Ayala TechnoHub) seeks a Team Leader for UPA to supervise call center associates and drive KPI performance through coaching and accountability. This full-time role requires coordinating workloads, monitoring attendance, and providing timely feedback.

You will lead meetings, stay current with policies, and promote Concentrix values while supporting career development. Associates work under your guidance to meet contractual targets and service levels.