Active Pooling: Team Leader

Concentrix Philippines; Quezon City; On-site; PHP 335,000 - 580,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, coaching them to meet performance metrics and quality standards while applying company policies.

You will monitor attendance, address performance issues, escalate when needed, and run regular team meetings, driving accountability and delivering exceptional service to customers.

Qualifications

• Experience managing a consumer electronics or technical accounts team.
• Supervise call center associates and monitor work/attendance.
• Coach staff regularly to meet KPIs and performance targets.
• Identify performance issues and implement corrective actions.
• Ensure delivery of services meets contractual KPIs and financial targets.
• Set clear expectations and provide timely updates to the team.
• Provide SME support for escalated customer calls.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and complete manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Responsibilities

• Manage day-to-day supervision of a group of call center associates.
• Monitor work and attendance in line with policy and applicable legal requirements.
• Provide coaching to direct reports on performance on a weekly basis to ensure targets are met.
• Identify performance issues and implement corrective actions up to termination if needed.
• Ensure service meets contractual 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 open communication and organize activities.
• Promote the Concentrix values through conduct and advocacy for the team.

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 Consumer Electronic Brands or Technical accounts.

• 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.