Operations Team Lead - Call Center (Flexible Schedule)

Convergys; Hinoba-an; On-site; PHP 397,000 - 595,000; Full time

Job summary

Concentrix CVG Corporation in Gurugram, India seeks a Team Lead, Operations to supervise a group of call center associates, coach performance, and ensure KPI achievement. The role requires coordinating daily activities, implementing improvements, and maintaining service levels aligned with client contracts.

The ideal candidate has an associate's degree with 2–4 years of relevant experience, strong leadership, and excellent communication skills suitable for a fast-paced environment.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong coaching and team leadership abilities.
• Excellent written and verbal communication skills.

Responsibilities

• Supervise day-to-day activities of a group 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 meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed with SMEs.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and policies.
• Attend manager development training and promote company values.

Skills

Team leadership

Coaching

Communication

Performance management

Education

Associate's degree

Job description

Concentrix CVG Corporation in Gurugram, India seeks a Team Lead, Operations to supervise a group of call center associates, coach performance, and ensure KPI achievement. The role requires coordinating daily activities, implementing improvements, and maintaining service levels aligned with client contracts.

The ideal candidate has an associate's degree with 2–4 years of relevant experience, strong leadership, and excellent communication skills suitable for a fast-paced environment.