Delivery Operations Team Leader — Coaching & KPIs

Concentrix; Davao City; On-site; PHP 335,000 - 603,000; Full time

Job summary

Concentrix in Davao City, Philippines is seeking an ACTIVE POOLING: 2026 Delivery Operations GVPAD – Team Leader to supervise a group of call center associates, coach performance, and ensure SLA/KPIs are met. The role emphasizes escalation handling, team meetings, and policy adherence.

The candidate should have 2–4 years of relevant experience, an associate's degree, and the ability to lead under pressure while maintaining effective communication.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Strong coaching and communication skills.
• Ability to lead a team and meet KPIs under pressure.
• Flexible schedule and adaptability.

Responsibilities

• Supervise day-to-day operations of a group of call center associates.
• Coach direct reports to achieve performance metrics weekly.
• Handle escalated customer calls and provide direction as needed.
• Conduct team meetings and communicate policies and updates.
• Promote company values and manage attendance and performance.

Skills

Coaching and development

Effective communication

Multi-tasking

Leadership under pressure

Education

Associate's degree in related field

Job description

Concentrix in Davao City, Philippines is seeking an ACTIVE POOLING: 2026 Delivery Operations GVPAD – Team Leader to supervise a group of call center associates, coach performance, and ensure SLA/KPIs are met. The role emphasizes escalation handling, team meetings, and policy adherence.

The candidate should have 2–4 years of relevant experience, an associate's degree, and the ability to lead under pressure while maintaining effective communication.