Call Center Team Leader — Performance & Coaching

Concentrix; Quezon City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance metrics through coaching and accountability. The role emphasizes providing timely feedback, handling escalations, and ensuring service levels align with contractual KPIs.

The ideal candidate will have an Associate's degree with 2–4 years of relevant experience, strong communication, and the ability to mentor a team while managing multiple tasks in a fast-paced environment.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Strong communication skills, both written and verbal.

Responsibilities

• Supervise day-to-day activities of a group of call center associates and monitor work/attendance per policy and law.
• Regularly coach direct reports to achieve performance metrics.
• Identify performance issues, develop action plans, implement corrective action up to termination if 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 with subject matter expertise.
• Conduct team meetings and organize team activities for open communication.
• Stay updated on internal policies and attend required manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Flexibility

Education

Associate degree

Job description

Concentrix is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance metrics through coaching and accountability. The role emphasizes providing timely feedback, handling escalations, and ensuring service levels align with contractual KPIs.

The ideal candidate will have an Associate's degree with 2–4 years of relevant experience, strong communication, and the ability to mentor a team while managing multiple tasks in a fast-paced environment.