Delivery Operations Team Lead: Coaching & KPI Champion

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

Job summary

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coaching them to achieve performance targets and meet KPIs. You will monitor attendance and drive improvements while ensuring quality customer service.

Ideal candidates have 2–4 years in a similar role, strong communication skills, and the ability to work under pressure with a flexible schedule. This position emphasizes leadership and adherence to Concentrix values.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Motivated with ability to coach team to meet performance targets.
• Strong written and verbal communication; work well under pressure.
• Ability to lead in multi-tasking, prioritization and timelines.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports to achieve KPIs and weekly performance targets.
• Identify performance issues and implement corrective action up to termination.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide SME in handling escalated customer calls as needed.
• Conduct team meetings and promote effective information flow.
• Stay updated on policies and participate in manager development training.
• Promote Concentrix values and advocate for team members.

Skills

Coaching

Leadership

Communication

Time management

Education

Associate's degree

Job description

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coaching them to achieve performance targets and meet KPIs. You will monitor attendance and drive improvements while ensuring quality customer service.

Ideal candidates have 2–4 years in a similar role, strong communication skills, and the ability to work under pressure with a flexible schedule. This position emphasizes leadership and adherence to Concentrix values.