Call Center Ops Team Lead — Coaching & KPIs

Tjx; Honolulu (HI); On-site; USD 50,000 - 75,000; Full time

Job summary

Concentrix is seeking an Assistant Manager, Operations to supervise a team of call center associates and drive performance. You will coach, monitor attendance, and ensure adherence to KPIs and contractual expectations while handling escalated calls as needed.

Ideal candidates will have strong communication, social media proficiency, and the ability to coach a ~15-member team in a fast-paced environment, staying aligned with brand tone and company values.

Qualifications

• Graduation in Commerce or Science Stream or equivalent diploma.
• Diploma or certification in Social Media/Digital Marketing is acceptable.
• Strong social media management and customer service skills are required.

Responsibilities

• Supervise a group of call center associates on a day‑to‑day basis, including attendance and performance monitoring.
• Provide ongoing coaching to team members to ensure high performance.
• Identify performance issues, create and execute improvement plans.
• Ensure service levels meet KPIs and contractual financial expectations.
• Communicate expectations clearly and provide timely updates to the team.
• Handle escalated customer calls as needed with SME guidance.
• Conduct team meetings to maintain transparency and facilitate input.
• Stay current with internal processes and participate in required training.
• Promote CNX values and lead by example.

Skills

Multitasking under pressure

Clear communication

Social media platforms

Brand-tonality crafting

Team coaching & KPIs

Industry trends awareness

Education

Commerce/Science or similar

Diploma in Social Media/Digital Marketing

Tools

Sprinklr

Buffer

Hootsuite

Kapture

Job description

Concentrix is seeking an Assistant Manager, Operations to supervise a team of call center associates and drive performance. You will coach, monitor attendance, and ensure adherence to KPIs and contractual expectations while handling escalated calls as needed.

Ideal candidates will have strong communication, social media proficiency, and the ability to coach a ~15-member team in a fast-paced environment, staying aligned with brand tone and company values.