Lead, Call Center Operations

Concentrix; Philippines; On-site; PHP 480,000 - 620,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPI targets are met. This role emphasizes effective coaching, accountability, and timely guidance to keep shifts productive and aligned with contractual obligations.

The ideal candidate will have strong communication skills, the ability to manage attendance and performance, and a willingness to mentor staff.

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 lead and mentor a team
• Willingness to work a flexible schedule

Responsibilities

• Supervise day-to-day activities of a group of call center associates in line with policy and legal requirements
• Coach direct reports regularly to ensure KPIs are met
• Identify performance issues, develop and implement improvement plans
• Ensure service delivery meets contractual KPIs and financial targets
• Communicate expectations and provide timely updates to the team
• Handle escalated customer calls as needed and mentor team members
• Conduct team meetings and organize team activities for effective information flow
• Stay updated on internal processes and participate in required manager development training
• Promote Concentrix values through behavior and leadership
• Manage employment status and participate in promotions/regularizations as applicable
• Provide input into performance appraisals and development plans

Skills

Team leadership

Coaching

Communication

Performance management

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, coach performance, and ensure KPI targets are met. This role emphasizes effective coaching, accountability, and timely guidance to keep shifts productive and aligned with contractual obligations.

The ideal candidate will have strong communication skills, the ability to manage attendance and performance, and a willingness to mentor staff.