Operations Team Leader - KPI & Coaching Champion

Concentrix; Pasay; On-site; PHP 446,000 - 725,000; Full time

Job summary

Concentrix in Pasay, Philippines is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

You will coach team members on a regular basis to ensure metrics are achieved weekly, manage attendance, and develop action plans for improvement. The role requires strong communication and leadership, with a flexible schedule as needed.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Highly motivated individual who can develop and coach team members to meet performance goals.
• Ability to work under pressure and follow through to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multitasking, prioritization, and meeting deliverables.
• Ability to mentor, coach and guide a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates on day-to-day activities, including work and attendance monitoring per policy and law.
• Coach direct reports regularly to ensure metrics are met at least weekly.
• Identify performance issues, develop action plans, implement corrective actions up to termination.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed and provide SME guidance.
• Conduct team meetings to ensure effective communication and collaboration.
• Stay current on internal processes, policies and training requirements.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Coaching

Team Leadership

Communication

Mentoring

Multi-tasking

Education

Associate's degree in related field

Job description

Concentrix in Pasay, Philippines is seeking a Team Leader, Operations to supervise a group of call center associates and drive performance through coaching, motivation, and accountability.

You will coach team members on a regular basis to ensure metrics are achieved weekly, manage attendance, and develop action plans for improvement. The role requires strong communication and leadership, with a flexible schedule as needed.