Operations Team Lead — KPI Coach & Team Growth

Concentrix; Cebu City; On-site; PHP 480,000 - 640,000; Full time

Job summary

Concentrix Cebu City, Philippines, is seeking a Team Leader - Operations to oversee day-to-day supervision of a group of call center associates, monitor attendance, and ensure service levels meet KPIs and contractual targets.

You will coach and mentor team members, drive performance improvements, schedule activities, stay updated on policies, and promote Concentrix values through supportive leadership and clear communication.

Qualifications

• Associate's degree required; two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a team, coach members, and manage performance to KPI targets.
• Willingness to work a flexible schedule.

Responsibilities

• Responsible for day-to-day supervision of call center associates including attendance monitoring.
• Effectively coach direct reports on performance on a regular basis to ensure metrics are achieved weekly.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service delivered meets KPIs and financial targets.
• Communicate expectations and provide timely updates to employees.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings for open communication and input.
• Schedule and organize team activities and stay current on internal policies.
• Attend required manager development training and promote company values.

Skills

Team leadership

Coaching

Communication

Mentoring

Time management

Education

Associate's degree in related field

Job description

Concentrix Cebu City, Philippines, is seeking a Team Leader - Operations to oversee day-to-day supervision of a group of call center associates, monitor attendance, and ensure service levels meet KPIs and contractual targets.

You will coach and mentor team members, drive performance improvements, schedule activities, stay updated on policies, and promote Concentrix values through supportive leadership and clear communication.