Team Leader, Specialty Pharmacy Operations

Concentrix; Carmen; On-site; PHP 50,000 - 80,000; Full time

Job summary

Concentrix is seeking a Team Leader for CVS Specialty Pharmacy Nuvali to supervise a group of call center associates and drive performance. This role focuses on coaching, attendance monitoring, and ensuring service levels align with contractual KPIs and company objectives.

You will coach and mentor staff, conduct regular team meetings, and implement action plans for underperforming agents, while upholding company values and compliance with policies.

Qualifications

• Associate's degree in a related field.
• 2–4 years of relevant leadership or supervisory experience.
• Strong written and verbal communication skills.
• Ability to coach and mentor a team to achieve KPIs.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports to achieve weekly performance metrics.
• Identify performance issues and implement corrective actions.
• Ensure KPIs and financial targets are met.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Lead team meetings and organize activities.
• Stay current on internal processes and policies.
• Promote Concentrix values and support team members.

Skills

Team leadership

Coaching

Performance management

Communication skills

Education

Associate degree

Job description

Concentrix is seeking a Team Leader for CVS Specialty Pharmacy Nuvali to supervise a group of call center associates and drive performance. This role focuses on coaching, attendance monitoring, and ensuring service levels align with contractual KPIs and company objectives.

You will coach and mentor staff, conduct regular team meetings, and implement action plans for underperforming agents, while upholding company values and compliance with policies.