Active Pooling| Team Leader for Cebu sites

Concentrix; Cebu City; On-site; PHP 480,000 - 600,000; Full time

Job summary

Concentrix Cebu City seeks a Team Leader to supervise a group of call center associates, coaching them to achieve performance metrics through independent judgment in applying management policies.

The role requires monitoring attendance, providing escalation support, and maintaining discipline as needed while promoting Concentrix values and delivering high‑quality service aligned with KPIs and contractual terms.

Qualifications

• Must have proven experience handling a Sales Account.
• Provides coaching and accountability to achieve weekly metrics.
• Supervises call center associates, monitors attendance and performance.

Responsibilities

• Supervise a group of call center associates and monitor daily activities.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective actions.
• Conduct team meetings and communicate policy updates.
• Ensure service levels align with KPIs and contractual terms.

Skills

Sales account mgmt

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.