Team Leader

Concentrix; Cebu City; On-site; PHP 500,000 - 900,000; Full time

Job summary

Concentrix, a Fortune 500 technology and services leader, is seeking a Team Leader in Cebu City to manage a customer service/operations team on-site. This role focuses on monitoring performance, coaching staff, handling escalations, and coordinating workflows to ensure quality and client satisfaction.

You will collaborate with management to drive process improvements, support training initiatives, and promote a positive team culture aligned with company values and service excellence.

Qualifications

• Strong people leadership skills and experience in managing teams.
• Experience in contact center or operations environments.
• Excellent communication and interpersonal skills.
• Analytical and problem-solving capabilities with metrics.
• Ability to prioritize tasks and manage time effectively.
• Proficiency with MS Office and CRM systems; willingness to learn new technologies.
• Flexibility to work shifting schedules.
• Relevant supervisory experience; college degree or equivalent preferred.
• Commitment to inclusive, respectful behavior.

Responsibilities

• Lead and manage a team of customer service or operations professionals.
• Monitor team metrics and provide coaching and feedback.
• Handle escalations and coordinate workflow.
• Collaborate with management to implement process improvements.
• Support training initiatives and communicate policy changes.
• Maintain a positive team culture and uphold company values.
• Support continuous improvement in customer experience and operational excellence.

Skills

People leadership

Team management

Performance coaching

Conflict resolution

Communication skills

Analytical thinking

Time management

Data-driven decisions

Task prioritization

Education

Bachelor's degree or equivalent

Tools

MS Office

Workforce management

CRM systems

Job description

Company Description

Concentrix is a Fortune 500 technology and services leader that helps global brands turn AI ambitions into measurable, scalable performance. The company designs, builds, and runs integrated human and AI solutions, using insights from billions of real-world interactions. Concentrix supports more than 2,000 of the world’s most complex organizations across major industry verticals, solving tough business and operational challenges. With over 20 years of operational experience and proven AI capabilities, Concentrix positions itself as an Intelligent Transformation Partner for clients seeking modern, results-driven customer and business solutions.

Role Description

The Team Leader role at Concentrix is a full-time, on-site position based in Cebu. This role is responsible for leading and managing a team of customer service or operations professionals, ensuring performance targets and service level agreements are consistently met. Day-to-day activities include monitoring team metrics, providing coaching and feedback, handling escalations, and coordinating workflow to maintain quality and efficiency. The Team Leader collaborates with management to implement process improvements, supports training initiatives, and communicates updates on policies, procedures, and client requirements. This position also involves maintaining a positive team culture, promoting adherence to company values, and supporting continuous improvement in customer experience and operational excellence.

Qualifications

• Strong people leadership skills, including team management, performance coaching, and conflict resolution.
• Experience in contact center or operations environments, preferably in customer service, technical support, or back-office processing.
• Excellent communication and interpersonal skills, with the ability to present information clearly and motivate diverse team members.
• Solid analytical and problem-solving capabilities, including comfort with performance metrics, reporting, and data-driven decision-making.
• Ability to prioritize tasks, manage time effectively, and maintain accuracy and quality in a fast-paced setting.
• Proficiency with common office and collaboration tools (e.g., MS Office, workforce management or CRM systems) and willingness to learn new technologies.
• Flexibility to work shifting schedules as required by business needs and client demands.
• Relevant experience in a supervisory or leadership role; a college degree or equivalent work experience is preferred.
• Commitment to inclusive, respectful behavior and the ability to work effectively with colleagues and customers from diverse backgrounds.

TELCO EXPERIENCE IS A PLUS!