Team Leader, Call Center Operations - Coach & Drive KPIs

Concentrix; Quezon City; Sur place; PHP 55 000 - 75 000; Plein temps

Résumé du poste

Conventrix (Concentrix) is seeking a Team Leader, Operations to supervise a group of call center associates in Quezon City. The role focuses on coaching, attendance monitoring, and driving performance to meet KPIs and financial targets.

The ideal candidate will have an Associate's degree and 2–4 years of relevant experience, with strong communication skills and the ability to lead a multitasking team under pressure. This position requires a flexible schedule and a commitment to Concentrix values.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Strong communication skills, both written and verbal.
• Willingness to work a flexible schedule.

Responsabilités

• Supervise a group of call center associates daily to ensure adherence to policies and attendance.
• Coach direct reports regularly to meet performance metrics and implement corrective actions when needed.
• Ensure service levels meet KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and provide SME guidance.

Connaissances

Team leadership

Coaching

Communication

Multitasking

Deadline management

Formation

Associate's degree

Description du poste

Conventrix (Concentrix) is seeking a Team Leader, Operations to supervise a group of call center associates in Quezon City. The role focuses on coaching, attendance monitoring, and driving performance to meet KPIs and financial targets.

The ideal candidate will have an Associate's degree and 2–4 years of relevant experience, with strong communication skills and the ability to lead a multitasking team under pressure. This position requires a flexible schedule and a commitment to Concentrix values.