Delivery Ops Team Lead – KPI & Coaching

CNX; Davao City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Concentrix in Davao City is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. This role emphasizes attendance monitoring, coaching, and escalation handling in a fast-paced environment.

The ideal candidate will hold an Associate degree with 2–4 years of relevant experience, demonstrate strong communication, and lead the team to deliver excellent customer service while aligning with company policies and targets.

Qualifications

• Coaching and developing call center agents to meet performance targets.
• Strong leadership to motivate and manage a team in a fast-paced environment.
• Excellent written and verbal communication for clear instruction and feedback.

Responsibilities

• Supervise day-to-day activities of call center associates and monitor attendance.
• Provide coaching to improve performance and achieve KPIs weekly.
• Identify performance gaps, create action plans, and implement corrective actions up to termination if needed.
• Ensure service levels meet contractual KPIs and financial expectations.
• Lead team meetings and communicate updates and expectations.

Skills

Coaching

Team leadership

Performance monitoring

Communication skills

Education

Associate degree

Job description

Concentrix in Davao City is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. This role emphasizes attendance monitoring, coaching, and escalation handling in a fast-paced environment.

The ideal candidate will hold an Associate degree with 2–4 years of relevant experience, demonstrate strong communication, and lead the team to deliver excellent customer service while aligning with company policies and targets.