Operations Team Lead – Call Center Excellence

cnx; Quezon City; On-site; PHP 600,000 - 860,000; Full time

Job summary

Concentrix is hiring a Team Leader, Operations in Quezon City to oversee a group of call center associates, monitor attendance, and ensure service levels align with contractual KPIs and financial targets.

The role emphasizes coaching, performance management, and escalation handling, while promoting Concentrix values. You will lead meetings, stay updated on processes, and support a flexible schedule within a dynamic contact center environment.

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 team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Willingness to work a flexible schedule.
• Ability to mentor, coach and provide direction to a team of employees.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring.
• Coach direct reports on performance to ensure weekly metric achievement.
• Identify performance issues and implement corrective action up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and policies and attend manager development training.
• Promote Concentrix values across the team.

Skills

Team leadership

Coaching

Communication

Multitasking

Prioritization

Education

Associate's degree or related field

Job description

Concentrix is hiring a Team Leader, Operations in Quezon City to oversee a group of call center associates, monitor attendance, and ensure service levels align with contractual KPIs and financial targets.

The role emphasizes coaching, performance management, and escalation handling, while promoting Concentrix values. You will lead meetings, stay updated on processes, and support a flexible schedule within a dynamic contact center environment.