Sales Team Lead, Call Center Operations

Concentrix Philippines; Quezon City; On-site; PHP 600,000 - 840,000; Full time

Job summary

Concentrix Philippines is seeking a Sales Team Leader, Operations to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance and ensure KPIs are achieved, while reinforcing company values and providing guidance on escalation handling.

The role requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and the ability to lead a team in multitasking and meeting deadlines.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization and meeting timelines.
• Willingness to work a flexible schedule.
• Motivated to develop and coach team members to achieve performance expectations.
• Ability to mentor, coach and provide direction to a team of employees.

Responsibilities

• Supervise day-to-day workload of a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to achieve KPIs and performance targets.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to share information and solicit input; organize team activities.
• Stay current on internal processes and policies; attend required management training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Team leadership

Coaching

Communication

Multitasking

Prioritization

Meeting timelines

Mentoring

Flexible schedule

Call center experience

Education

Associate degree

Job description

Concentrix Philippines is seeking a Sales Team Leader, Operations to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance and ensure KPIs are achieved, while reinforcing company values and providing guidance on escalation handling.

The role requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and the ability to lead a team in multitasking and meeting deadlines.