We Love AI Jobs2026 Delivery Operations GVPKP
Flowmingo AIThe Team Leader supervises a group of call center associates and is accountable for coaching, performance management, and daily operations. The role ensures service meets contractual KPIs and handles escalations while coordinating team activities and policies.
Skills & Expertise
Key Responsibilities
Supervise associates’ daily work and attendance, coaching them to achieve performance metrics.
Address performance issues with improvement plans and corrective action, including termination when necessary.
Ensure customer service meets contractual KPIs and financial expectations, and handle escalated calls.
Full Description
Job Title:
2026 Delivery Operations GVPKP
Job Description
The Team Leader is responsible for Managing People through the day-to-day supervision of a group of call center associates and exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies. This position requires that the Team Leader ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability through the disciplinary process.
Essential Functions/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
• Bachelor's Degree in related field from a four-year college or university with two to four years of relevant experience preferred
• Strong communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables
• Ability to mentor, coach and provide direction to a team of employees
• Self-starter, sense of urgency, and works well under pressure
• Ability to foster a sense of professionalism and relationship building for self and team
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Location:
PHL Muntinlupa - Alabang 1
Language Requirements:
Time Type:
Full time
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