Active Pooling| Team Leader for Davao sites

Concentrix; Davao City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Concentrix in Davao City seeks a Team Leader to supervise a group of call center associates and drive performance toward established KPIs. The role requires coaching, accountability, and timely escalation handling to maintain service levels and quality.

The Team Leader will monitor attendance, provide actionable feedback, and promote Concentrix values while coordinating team activities and ongoing development.

Qualifications

• Must have proven experience handling a Sales Account.
• Experience supervising a group of call center associates.
• Ability to coach and develop direct reports to meet performance metrics.

Responsibilities

• Supervise day-to-day activities of call center associates, including work and attendance monitoring in line with policy and laws.
• Coach direct reports regularly to ensure performance metrics are met weekly.
• Identify performance issues, develop improvement plans, and take corrective actions up to termination when needed.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed and provide SME guidance.
• Conduct team meetings and organize team activities to foster collaboration.
• Stay updated on internal processes, policies, and required manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Sales account experience

People supervision

Coaching

KPI driven

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.