Operations Team Lead — KPI Coaching & Performance

Concentrix

Iloilo

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

Concentrix Philippines seeks a Team Leader, Operations to supervise a group of call center associates, drive performance through coaching, motivation, and accountability, and ensure KPIs are met. This role involves coaching, attendance monitoring, and scheduling to optimize service delivery.

The ideal candidate will have an Associate's degree in a related field with 2–4 years of relevant experience, strong communication skills, and the ability to mentor and lead a multi-tasking team in a

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.

Responsibilities

Supervise day-to-day activities of a group of call center associates.
Coach direct reports on performance on a regular basis to meet KPIs.
Identify performance issues and implement corrective actions up to termination.
Ensure service delivery meets contractual KPIs and financial targets.
Communicate expectations and provide timely updates to the team.
Handle escalated calls as needed and provide subject matter expertise.
Lead team meetings and organize team activities.
Stay updated on internal processes and policies and participate in manager development training.
Promote Concentrix values through behavior and advocacy for team members.