Lead, Call Center Operations

Concentrix Philippines; Manila; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix Philippines in Manila is seeking a Team Leader to supervise a group of call center associates, driving performance through coaching, motivation and accountability. You will monitor work and attendance and ensure adherence to policy.

You will coach, identify performance issues, implement corrective actions, and ensure service levels meet KPIs while aligning with contractual and financial targets. Excellent communication and leadership skills are essential.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day operations of call center associates and monitor attendance per policy.
• Coach direct reports to improve performance and meet KPIs.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet contractual KPIs and financial targets.
• Conduct team meetings and promote open communication.
• Provide subject matter expertise for escalated customer calls.

Skills

Communication skills

Team leadership

Coaching & mentoring

Pressure management

Flexible schedule

Education

Associate's degree in related field

Job description

Concentrix Philippines in Manila is seeking a Team Leader to supervise a group of call center associates, driving performance through coaching, motivation and accountability. You will monitor work and attendance and ensure adherence to policy.

You will coach, identify performance issues, implement corrective actions, and ensure service levels meet KPIs while aligning with contractual and financial targets. Excellent communication and leadership skills are essential.