Active Pooling: Seasonal Team Leader

Concentrix Philippines; Mabalacat; On-site; PHP 391,000 - 558,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates and drive performance toward contractual KPIs. The role requires coaching, motivation, and disciplined performance management to ensure service excellence on a Telco account.

You will monitor attendance, provide regular feedback, and lead team meetings while staying aligned with company policies. This position emphasizes leadership, accountability, and teamwork in a fast-paced environment.

Qualifications

• Experience leading a group in a call center environment.
• Proven ability to coach and develop staff.
• Familiar with handling Telco accounts and related metrics.
• Strong focus on meeting KPIs and contractual targets.

Responsibilities

• Supervise day-to-day operations of call center associates and monitor attendance.
• Coaching and accountability to ensure performance metrics are met.
• Handle escalated customer calls as needed and provide guidance to the team.
• Conduct regular team meetings and communicate policy updates.
• Stay current on internal processes and participate in manager development training.
• Promote company values and advocate for team members.
• Identify performance issues and implement corrective actions up to termination.

Skills

Team leadership

Call center experience

Coaching

Telco account experience

Performance management

Job description

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 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.




• Must have proven experience handling a Telco account




• Responsible forthe 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 achievedat 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.