Delivery Operations Team Lead

Concentrix; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Concentrix is seeking a Team Leader for Delivery Operations in Quezon City to supervise a group of call center associates, monitor attendance, coach for performance, and ensure KPIs are met. You will address escalated calls and promote Concentrix values while aligning with policies.

The role requires a Bachelor’s Degree with 2–4 years of relevant experience, strong communication, and proficiency in MS Office. On-site location at EXXA Tower, Quezon City.

Qualifications

• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Self-starter, sense of urgency, and works well under pressure.
• Ability to foster a sense of professionalism and relationship building for self and team #LI-DNI

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
• Schedule and organize team activities
• Stay current on internal work processes, policies and procedures
• Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Skills

Strong communication

Team leadership

Mentoring

Multitasking

Prioritization

Deadline management

Relationship building

Self-starter

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix is seeking a Team Leader for Delivery Operations in Quezon City to supervise a group of call center associates, monitor attendance, coach for performance, and ensure KPIs are met. You will address escalated calls and promote Concentrix values while aligning with policies.

The role requires a Bachelor’s Degree with 2–4 years of relevant experience, strong communication, and proficiency in MS Office. On-site location at EXXA Tower, Quezon City.