Team Lead – Customer Service Operations

About the role

The Team Lead position at Concentrix is a full‑time, on‑site role based in Manila. You will lead a team of customer service agents, ensuring performance targets are met while delivering high‑quality service that aligns with client expectations.

Key responsibilities

• Monitor team metrics and provide regular coaching and feedback.
• Manage workflows, schedules, and handle escalations promptly.
• Collaborate with operations, quality, and training teams to drive process improvements.
• Support change‑management initiatives and foster an inclusive work environment.
• Report on team performance, identify development needs, and promote employee growth and engagement.

Required profile

• Proven leadership experience in supervising teams and managing performance.
• Strong communication and interpersonal abilities.
• Background in operations, customer service, or contact‑center environments, preferably in a supervisory role.
• Analytical mindset with comfort using reporting and metrics for decision‑making.
• Ability to prioritize tasks and maintain quality in a fast‑paced, high‑volume setting.
• Bachelor’s degree or equivalent practical experience is preferred.
• Willingness to work flexible shifts based on business needs.

Required skills

• Proficiency with common business software tools, such as MS Office.