Operations Team Leader: Call Center Coach & KPI Achiever

Concentrix; Quezon; On-site; PHP 480,000 - 720,000; Full time

Job summary

Concentrix in the Philippines seeks a Team Leader, Operations to supervise a group of call center associates, ensuring performance metrics are met through coaching and accountability. You will monitor attendance, coach regularly, address performance gaps, and ensure service levels align with KPIs.

This role requires strong communication, leadership, and the ability to manage multiple tasks while upholding company policies.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong coaching skills to develop and guide team members toward meeting performance targets.
• Excellent written and verbal communication abilities for effective team and stakeholder interactions.

Responsibilities

• Supervise day-to-day activities of a group of call center associates including attendance monitoring per policy and law.
• Coach direct reports regularly to ensure performance metrics are met.
• Identify performance gaps, create action plans, and implement corrective actions up to termination if needed.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations clearly and provide timely updates to the team.

Skills

Coaching

Performance management

Communication

Leadership

Multi-tasking

Time management

Education

Associate's degree in related field

Job description

Concentrix in the Philippines seeks a Team Leader, Operations to supervise a group of call center associates, ensuring performance metrics are met through coaching and accountability. You will monitor attendance, coach regularly, address performance gaps, and ensure service levels align with KPIs.

This role requires strong communication, leadership, and the ability to manage multiple tasks while upholding company policies.