Ops Team Lead | KPI-Driven Coaching & Performance

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

Job summary

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. The role emphasizes attendance monitoring, timely feedback, and adherence to policy while driving service quality.

The ideal candidate demonstrates strong communication, leadership, and the ability to mentor team members. A degree and 2–4 years’ relevant experience are preferred, with flexible scheduling and ongoing management training.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Willingness to work a flexible schedule.
• Ability to mentor, coach and provide direction to a team of employees.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.

Responsibilities

• Supervise day-to-day operations of 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 action.
• Ensure KPIs and financial targets are met and communicated to the team.
• Provide updates and manage escalations; conduct team meetings and trainings.
• Promote organizational values and participate in manager development programs.

Skills

Team leadership

Communication skills

Coaching

Performance management

Flexible schedule

Education

Associate's degree

Job description

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and ensure KPIs are met. The role emphasizes attendance monitoring, timely feedback, and adherence to policy while driving service quality.

The ideal candidate demonstrates strong communication, leadership, and the ability to mentor team members. A degree and 2–4 years’ relevant experience are preferred, with flexible scheduling and ongoing management training.