Lead, Call Center Operations

Concentrix Philippines; Philippines; On-site; PHP 30,000 - 50,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, drive performance, and coach the team to meet service levels.

You will monitor attendance, provide feedback, manage escalations, run team meetings, and ensure adherence to policies while upholding Concentrix values. This role requires strong communication, multi-tasking, and flexibility to work varying shifts.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Strong coaching and leadership skills to develop team performance.
• Excellent written and verbal communication under pressure.
• Ability to multi-task, prioritize, and meet deadlines.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates including attendance monitoring.
• Coach direct reports to meet performance metrics weekly.
• Identify performance issues and implement corrective actions.
• Ensure service levels meet KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Lead team meetings and coordinate communication.
• Stay current on policies and participate in manager development.
• Promote company values and advocate for team members.
• Handle escalated customer calls as needed.

Skills

Coaching

Leadership

Communication

Multitasking

Time management

Mentoring

Flexible schedule

Education

Associate degree

Job description

Concentrix Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, drive performance, and coach the team to meet service levels.

You will monitor attendance, provide feedback, manage escalations, run team meetings, and ensure adherence to policies while upholding Concentrix values. This role requires strong communication, multi-tasking, and flexibility to work varying shifts.