Team Leader – Insurance Call Center (San Lazaro)

About the role

The Team Leader, Operations supervises a group of call‑center associates handling an insurance account. The role ensures performance metrics are met through coaching, motivation and accountability.

Key responsibilities

• Supervise daily activities, work and attendance of call‑center associates in line with company policy and legal requirements.
• Coach and monitor performance regularly to achieve weekly KPI targets.
• Identify performance issues, develop action plans, and implement corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Provide subject‑matter expertise on escalated customer calls.
• Conduct team meetings, schedule activities and communicate updates.
• Manage employment status actions such as promotions, regularization and terminations.
• Participate in manager development training and uphold Concentrix values.

Required profile

• Associate’s degree (preferred) with 2‑4 years relevant experience.
• Highly motivated with strong ability to develop and coach team members.
• Effective under pressure, strong written and verbal communication.
• Ability to lead multitasking, prioritize tasks and meet timelines.
• Willingness to work a flexible schedule.

What we offer

• Health Maintenance Organization (HMO) coverage from Day 1.
• Competitive salary.
• Program‑specific incentives.
• Career development opportunities.