Operations Team Lead – Call Center Coaching

Concentrix Philippines; Cebu City; On-site; PHP 391,000 - 558,000; Full time

Job summary

Concentrix Philippines in Cebu City is seeking a Team Leader - Operations to supervise a group of call center associates, monitor attendance, and ensure service levels align with KPIs.

You will coach, mentor, and organize team activities, drive performance, and handle escalations. A flexible schedule and strong communication are required.

Location: Cebu Cyberzone; Full-time. This role involves maintaining policies, conducting team meetings, and supporting management goals.

Qualifications

• Associate's degree in related field is preferred.
• Strong coaching and team development abilities.
• Excellent written and verbal communication skills.
• Ability to lead a team in multi-tasking and tight timelines.

Responsibilities

• Supervise day-to-day activities of call center associates including attendance monitoring.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.

Skills

Coaching

Team leadership

Communication

Multi-tasking

Time management

Education

Associate's degree

Job description

Concentrix Philippines in Cebu City is seeking a Team Leader - Operations to supervise a group of call center associates, monitor attendance, and ensure service levels align with KPIs.

You will coach, mentor, and organize team activities, drive performance, and handle escalations. A flexible schedule and strong communication are required.

Location: Cebu Cyberzone; Full-time. This role involves maintaining policies, conducting team meetings, and supporting management goals.