Operations Team Lead: Performance & Coaching

KvB G-Werke GmbH; Quezon City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Concentrix is seeking a Team Leader to supervise a group of call center associates, monitor attendance and performance, coach team members, and ensure service levels meet KPIs and contractual expectations. You will communicate expectations, provide updates, and escalate issues as needed.

The role requires an associate's degree and 2–4 years of relevant experience, strong communication, and the ability to mentor and lead in a fast-paced environment.

Qualifications

• Associate's degree with 2–4 years of relevant experience preferred.
• Strong communication and leadership abilities.
• Ability to coach and mentor a team to meet targets.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Coach direct reports to improve performance and meet KPIs.
• Monitor attendance and adherence to policies and schedules.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Lead team meetings and organize team activities; stay updated on processes.

Skills

Leadership

Coaching

Communication

Team leadership

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader to supervise a group of call center associates, monitor attendance and performance, coach team members, and ensure service levels meet KPIs and contractual expectations. You will communicate expectations, provide updates, and escalate issues as needed.

The role requires an associate's degree and 2–4 years of relevant experience, strong communication, and the ability to mentor and lead in a fast-paced environment.