Operations Team Leader, Call Center Coaching

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

Job summary

Concentrix is seeking a Team Leader for CVS Specialty Pharmacy UPA in the Philippines. The role involves day-to-day supervision of a group of call center associates, coaching to hit metrics, and ensuring service levels align with KPIs and contracts.

The candidate should be able to coach, mentor, and manage performance while promoting Concentrix values. The position requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and the ability to handle

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Motivated, able to develop and coach team members to meet targets.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues, develop action plans, and implement corrective actions.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.

Skills

Leadership

Coaching

Communication

Team management

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader for CVS Specialty Pharmacy UPA in the Philippines. The role involves day-to-day supervision of a group of call center associates, coaching to hit metrics, and ensuring service levels align with KPIs and contracts.

The candidate should be able to coach, mentor, and manage performance while promoting Concentrix values. The position requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and the ability to handle