Delivery Operations Team Lead – Call Center Performance

cnx; Muntinlupa; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in Muntinlupa, Philippines, is seeking a Team Leader to supervise a group of call center associates, applying independent judgment to implement management policies and drive performance. You will monitor attendance, coach on performance, and take corrective action when needed to meet contractual KPIs and financial targets.

The ideal candidate holds a Bachelor's degree, strong written and verbal communication, proficiency in Microsoft Office, and a proven ability to mentor a team,

Qualifications

• Bachelor's degree in related field; 2–4 years of relevant experience preferred
• Strong written and verbal communication skills
• Proficiency in Microsoft Office
• Ability to mentor, coach and guide a team
• Ability to manage multiple tasks and meet deadlines

Responsibilities

• Supervise day-to-day operations of call center associates
• Coach direct reports regularly to meet performance metrics
• Identify performance gaps and implement action plans
• Ensure service levels and KPIs meet contractual targets
• Communicate expectations and provide timely updates to staff
• Provide SME support for escalated customer calls as needed
• Lead team meetings and disseminate policy updates

Skills

Communication skills

Leadership

Mentoring

Multitasking

Time management

Microsoft Office

Education

Bachelor's Degree

Job description

Concentrix in Muntinlupa, Philippines, is seeking a Team Leader to supervise a group of call center associates, applying independent judgment to implement management policies and drive performance. You will monitor attendance, coach on performance, and take corrective action when needed to meet contractual KPIs and financial targets.

The ideal candidate holds a Bachelor's degree, strong written and verbal communication, proficiency in Microsoft Office, and a proven ability to mentor a team,