Delivery Operations Team Lead - Call Center Coach & Leader

Concentrix Philippines; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix Philippines in Makati is seeking a Call Center Team Leader to supervise a group of associates, monitor attendance, and enforce organizational policies. You will coach the team to achieve weekly performance targets and ensure smooth operation of daily activities.

The role requires a bachelor's degree and 2–4 years of relevant experience, strong communication, and proficiency in Microsoft Office. You will mentor staff, lead meetings, and promote Concentrix values while driving excellent

Qualifications

• Bachelor's Degree in related field; 2–4 years of relevant experience preferred.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office applications.
• Ability to mentor, coach and provide direction to a team of employees.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates including attendance monitoring.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues, develop action plans, and implement improvements.
• Ensure services meet KPIs and contractual expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to ensure open communication and organize team activities.
• Stay current on internal processes and policies; attend manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Communication

Team Leadership

Coaching

Multitasking

Time Management

Relationship Building

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Concentrix Philippines in Makati is seeking a Call Center Team Leader to supervise a group of associates, monitor attendance, and enforce organizational policies. You will coach the team to achieve weekly performance targets and ensure smooth operation of daily activities.

The role requires a bachelor's degree and 2–4 years of relevant experience, strong communication, and proficiency in Microsoft Office. You will mentor staff, lead meetings, and promote Concentrix values while driving excellent