Operations Team Leader - Call Center & Coaching

Concentrix; Angeles; On-site; PHP 558,000 - 893,000; Full time

Job summary

Concentrix in Angeles City, Philippines is seeking a Team Leader, Operations to supervise a call center team and drive performance against KPIs. You will coach, monitor attendance, and ensure adherence to policies while delivering excellent customer service.

The role requires an Associate's degree with 2–4 years of relevant experience and a flexible schedule to support operations. Strong communication and leadership skills are essential.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong coaching and mentoring abilities.
• Excellent written and verbal communication skills.

Responsibilities

• Supervise day-to-day activities of a group of call center associates; monitor attendance and work in line with policy and law.
• Coach direct reports regularly to ensure KPIs and performance metrics are met weekly.
• Identify performance issues, create action plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Conduct team meetings and facilitate open forums for input; organize team activities.

Skills

Team leadership

Coaching

Communication

Time management

Mentoring

Education

Associate's degree

Job description

Concentrix in Angeles City, Philippines is seeking a Team Leader, Operations to supervise a call center team and drive performance against KPIs. You will coach, monitor attendance, and ensure adherence to policies while delivering excellent customer service.

The role requires an Associate's degree with 2–4 years of relevant experience and a flexible schedule to support operations. Strong communication and leadership skills are essential.