Call Center Team Leader: Performance Coach & Ops Lead

Concentrix; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Concentrix Cebu City is seeking a Team Leader to supervise a group of call center associates, monitor attendance, coach performance, and ensure KPIs are met. You will communicate expectations clearly and lead team meetings to share updates and drive improvements.

The role requires an associate's degree and 2–4 years of relevant experience, plus strong communication, mentoring, and the ability to manage multiple tasks and deadlines under pressure.

Qualifications

• Associate's degree required with two to four years of relevant experience preferred.
• Strong communication skills and the ability to coach and mentor team members.
• Able to lead a team, manage multiple tasks and meet deadlines under pressure.

Responsibilities

• Supervise a group of call center associates, including work and attendance monitoring.
• Coach direct reports on performance on a regular basis to meet metrics.
• Identify performance issues and implement corrective action up to termination.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Conduct team meetings and organize team activities; stay updated on policies.
• Attend manager development training and promote company values.
• Manage employment status, transfers, promotions, and regularization per policy.

Skills

Coaching

Leadership

Communication

Mentoring

Multi-tasking

Prioritization

Team management

Education

Associate's degree

Job description

Concentrix Cebu City is seeking a Team Leader to supervise a group of call center associates, monitor attendance, coach performance, and ensure KPIs are met. You will communicate expectations clearly and lead team meetings to share updates and drive improvements.

The role requires an associate's degree and 2–4 years of relevant experience, plus strong communication, mentoring, and the ability to manage multiple tasks and deadlines under pressure.