Operations Team Leader, Call Center Coaching

Concentrix Philippines; Laguna; On-site; PHP 502,000 - 725,000; Full time

Job summary

Concentrix Philippines in Laguna is seeking a Team Leader for Operations to supervise a group of call center associates and drive performance against KPIs. The role emphasizes coaching, accountability, and timely updates to stakeholders while ensuring service quality.

The ideal candidate has an associate degree with 2–4 years of related experience, strong communication, and the ability to lead a multitasking team with flexible scheduling.

Qualifications

• Associate's degree with 2–4 years of related experience preferred.
• Strong communication and leadership to coach team members to meet metrics.
• Ability to multitask and prioritize to meet deadlines and deliverables.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates; monitor work and attendance per policy.
• Coach direct reports regularly to ensure KPIs are met.
• Identify performance issues, create action plans, and apply corrective actions.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide updates to the team.
• Handle escalated customer calls as needed.

Skills

Coaching

Team leadership

Communication

Multitasking

Prioritization

Mentoring

Education

Associate's degree

Job description

Concentrix Philippines in Laguna is seeking a Team Leader for Operations to supervise a group of call center associates and drive performance against KPIs. The role emphasizes coaching, accountability, and timely updates to stakeholders while ensuring service quality.

The ideal candidate has an associate degree with 2–4 years of related experience, strong communication, and the ability to lead a multitasking team with flexible scheduling.