Active Pooling| Team Leader and Sr.Team Leader for MOA

Concentrix; Pasay; On-site; PHP 450,000 - 600,000; Full time

Job summary

Concentrix in Pasay, Philippines seeks a Team Leader to supervise a group of call center associates and drive performance. The role focuses on coaching, accountability, and ensuring KPIs meet contractual commitments through active mentoring and timely feedback.

You will oversee attendance, implement disciplinary actions when needed, and provide escalation support while promoting Concentrix values and a collaborative team environment.

Qualifications

• Must have proven experience handling a Sales Account.
• Ability to coach direct reports on performance regularly to meet KPIs.
• Experience implementing the disciplinary process when needed.
• Communicate expectations clearly and provide timely updates to the team.

Responsibilities

• Supervise a group of call center associates and monitor work and attendance per policy and legal requirements.
• Coach team members on performance to ensure metrics are met weekly.
• Identify issues, develop action plans, implement corrective actions including termination when necessary.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to share information and gather input; organize team activities.

Skills

People management

Coaching

Performance management

Attendance monitoring

Disciplinary actions

Team leadership

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 Sales Account.
• 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.