Delivery Operations Supervisor: Call Center Performance

Concentrix Philippines; Makati; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix Philippines in Metro Manila is seeking a capable supervisor to oversee a group of call center associates, ensuring attendance and performance standards align with policy and legal requirements. You will coach staff weekly, identify issues, and implement corrective actions as needed.

You will ensure delivered service meets contractual KPIs and financial targets, communicate expectations, and support escalation handling with subject matter expertise.

Qualifications

• Bachelor's degree in related field required with 2–4 years of relevant experience.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.

Responsibilities

• Supervise a group of call center associates, monitor work and attendance per policy and law.
• Coach direct reports regularly to meet weekly performance metrics.
• Identify performance issues, develop action plans and implement corrective actions up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed with SME input.
• Lead team meetings and organize team activities for engagement.
• Stay updated on internal processes and attend manager development training.
• Promote company values and advocate for team members.

Skills

Strong communication

Leadership/people management

Coaching/mentoring

Multi-tasking & prioritization

Work under pressure

Education

Bachelor's degree

Tools

Microsoft Office

Job description

Concentrix Philippines in Metro Manila is seeking a capable supervisor to oversee a group of call center associates, ensuring attendance and performance standards align with policy and legal requirements. You will coach staff weekly, identify issues, and implement corrective actions as needed.

You will ensure delivered service meets contractual KPIs and financial targets, communicate expectations, and support escalation handling with subject matter expertise.