Operations Team Leader - Call Center Coach & KPI Driver

CNX; Iloilo City; On-site; PHP 335,000 - 502,000; Full time

Job summary

CNX is seeking a Team Leader, Operations in Iloilo City to supervise a group of call center associates and drive performance against KPIs. You will coach, mentor and hold the team accountable to achieve targets while ensuring service levels meet contractual expectations.

Join CNX to lead daily operations, coordinate team activities, and stay updated on processes and policies. A collaborative leader with strong communication and multitasking skills will thrive in this role.

Qualifications

• Associate’s degree in related field with two to four years of relevant experience preferred.
• Strong coaching and mentoring abilities for team development.
• Excellent written and verbal communication.
• Ability to manage multiple tasks and meet deadlines.

Responsibilities

• Supervise daily call center activities and monitor attendance per policy.
• Coach direct reports weekly to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure KPIs and financial targets are met.
• Communicate expectations and provide timely updates.
• Handle escalated calls as needed.
• Conduct team meetings and organize activities.
• Stay current with internal processes; attend manager training.
• Promote company values and advocate for the team.

Skills

Leadership

Coaching

Communication

Team Management

Education

Associate’s degree

Job description

CNX is seeking a Team Leader, Operations in Iloilo City to supervise a group of call center associates and drive performance against KPIs. You will coach, mentor and hold the team accountable to achieve targets while ensuring service levels meet contractual expectations.

Join CNX to lead daily operations, coordinate team activities, and stay updated on processes and policies. A collaborative leader with strong communication and multitasking skills will thrive in this role.