Operations Team Leader – KPI Coach & Performance Mentor

Concentrix; Angeles; On-site; PHP 400,000 - 520,000; Full time

Job summary

Concentrix Angeles City is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs. You will coach, motivate, and provide accountability to ensure service levels and quality standards are met.

You will manage scheduling, attendance, and daily workflow, escalate issues as needed, and partner with managers to develop and retain top talent while upholding company values and policies in a fast-paced contact center environment in Clark.

Qualifications

• Associate's degree or higher in a related field is preferred or required.
• 2–4 years of relevant experience in supervision of call center teams preferred.
• Strong written and verbal communication and leadership abilities.

Responsibilities

• Supervise a group of call center associates and monitor day-to-day activities.
• Coach staff to achieve KPIs and service level targets on a regular basis.
• Identify performance issues, develop action plans, and implement improvements as needed.
• Manage scheduling, attendance, and daily workload to meet deadlines.
• Escalate customer issues and provide subject-matter expertise as required.
• Conduct team meetings to share information and gather input.

Skills

Coaching

Team leadership

Performance management

Communication

Education

Associate's degree in related field

Job description

Concentrix Angeles City is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance against KPIs. You will coach, motivate, and provide accountability to ensure service levels and quality standards are met.

You will manage scheduling, attendance, and daily workflow, escalate issues as needed, and partner with managers to develop and retain top talent while upholding company values and policies in a fast-paced contact center environment in Clark.