Operations Team Lead: Call Center & KPI Coach

Concentrix

Mabalacat

On-site

PHP 420,000 - 540,000

Full time

3 days ago

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Job summary

Concentrix in the Philippines seeks a Team Leader, Operations to oversee day-to-day supervision of a group of call center associates, driving performance to meet KPIs through coaching, motivation, and accountability. You will coach, monitor attendance, identify performance gaps, implement action plans, and lead team meetings while upholding Concentrix values and ensuring scalable delivery.

The role requires strong communication, leadership, and the ability to manage multiple tasks in a

Qualifications

Associate's degree in a related field with 2–4 years of relevant experience preferred.
Strong coaching abilities to develop and guide team members toward targets.
Ability to work under pressure and meet deadlines.
Excellent written and verbal communication skills.
Capable of multi-tasking, prioritization and timely delivery.

Responsibilities

Supervise day-to-day operations of a group of call center associates, including work and attendance monitoring per policy and law.
Provide coaching and accountability to drive performance metrics on a weekly basis.
Identify performance gaps, develop action plans, implement corrective actions up to termination as needed.
Ensure service levels meet contractual KPIs and financial expectations.
Communicate expectations and provide timely updates; lead team meetings and organize team activities.