Operations Team Lead: Drive KPI Performance

Concentrix; Metro Manila; On-site; PHP 480,000 - 840,000; Full time

Job summary

Concentrix is seeking a Team Lead, Operations to supervise a group of call center associates day-to-day, coaching and holding team members accountable to meet metrics.

The role emphasizes coaching, performance improvement plans, and supporting escalated calls, with regular team meetings and adherence to policies.

Ideal candidates have an associate degree and 2–4 years of experience, strong communication, and the ability to manage multiple tasks and schedules.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Experience supervising a call center team and meeting performance metrics.
• Strong communication and interpersonal skills required.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports to achieve weekly performance metrics.
• Identify and address performance issues, implement corrective actions.
• Ensure KPIs and financial targets are met for the team.
• Lead team meetings and communicate expectations and updates.
• Provide SMEs input for escalated customer calls when needed.
• Promote company values and maintain policy compliance.

Skills

Team leadership

Coaching

Communication

Multitasking

Mentoring

Flexibility

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Lead, Operations to supervise a group of call center associates day-to-day, coaching and holding team members accountable to meet metrics.

The role emphasizes coaching, performance improvement plans, and supporting escalated calls, with regular team meetings and adherence to policies.

Ideal candidates have an associate degree and 2–4 years of experience, strong communication, and the ability to manage multiple tasks and schedules.