Team Leader - Operations

Concentrix; Cebu City; On-site; PHP 480,000 - 640,000; Full time

Job summary

Concentrix Cebu City, Philippines, is seeking a Team Leader - Operations to oversee day-to-day supervision of a group of call center associates, monitor attendance, and ensure service levels meet KPIs and contractual targets.

You will coach and mentor team members, drive performance improvements, schedule activities, stay updated on policies, and promote Concentrix values through supportive leadership and clear communication.

Qualifications

• Associate's degree required; two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead a team, coach members, and manage performance to KPI targets.
• Willingness to work a flexible schedule.

Responsibilities

• Responsible for day-to-day supervision of call center associates including attendance monitoring.
• Effectively coach direct reports on performance on a regular basis to ensure metrics are achieved weekly.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service delivered meets KPIs and financial targets.
• Communicate expectations and provide timely updates to employees.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings for open communication and input.
• Schedule and organize team activities and stay current on internal policies.
• Attend required manager development training and promote company values.

Skills

Team leadership

Coaching

Communication

Mentoring

Time management

Education

Associate's degree in related field

Job description

Job Title: Team Leader - Operations Job Description

Core Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input
• Schedule and organize team activities
• Stay current on internal work processes, policies and procedures
• Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Candidate Profile

• 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
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Career Level Description

• Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
• Coordinates and supervises the daily activities of business or technical support or production team members.
• In charge of handling single and medium-sized line of business.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
• Typically does not spend more than 20% of time performing the work supervised.
• Handles escalated issues.
• Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.
• Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies.
• Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates.
• Stay current on internal work processes, management policies and procedures and ensures implementation of the same.
• Implement management policies.
• Support and manage the program together with other Team Leaders and Managers.
• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
• The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

<< Philippines ONLY, Additional Description >> Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies Support and manage the program together with other Team Leaders and Managers Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements Manage team members on their performance on a regular basis, and write and deliver performance appraisal. The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location

PHL Cyberzone Cebu City - FCC Tower 3 & 4

Language Requirements

Time Type: Full time

Mission

Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands - the ones you use every day - improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s ... designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.