Delivery Ops Team Lead - Call Center Excellence

Concentrix; Muntinlupa; On-site; PHP 558,000 - 837,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader for Delivery Operations in Muntinlupa. You will supervise a group of call center associates, coach on performance, and drive KPI attainment through coaching, accountability, and timely feedback.

You will monitor attendance, manage escalations, conduct team meetings, and ensure adherence to policies while promoting Concentrix values and a customer-first mindset.

Qualifications

• Bachelor’s Degree in a related field and 2–4 years of relevant experience.
• Strong verbal and written communication; ability to coach and mentor teams.
• Ability to manage attendance, performance and disciplinary actions per policy.

Responsibilities

• Supervise day-to-day a group of call center associates and monitor attendance.
• Coach direct reports regularly to ensure KPIs are achieved.
• Identify performance issues, develop action plans, and implement improvements.
• Ensure service delivery meets contractual KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed and provide SME support.
• Conduct team meetings and organize team activities.
• Stay current on internal processes, policies, and procedures.
• Attend required manager development training.
• Promote Concentrix values and advocate for the team.

Skills

Communication skills

Leadership

Coaching / mentoring

MS Office

Multitasking & prioritization

Deadline-driven

Education

Bachelor's Degree

Tools

MS Office

Job description

Concentrix in the Philippines is seeking a Team Leader for Delivery Operations in Muntinlupa. You will supervise a group of call center associates, coach on performance, and drive KPI attainment through coaching, accountability, and timely feedback.

You will monitor attendance, manage escalations, conduct team meetings, and ensure adherence to policies while promoting Concentrix values and a customer-first mindset.