Active Pooling| Team Leader for Quezon City Sites

Concentrix; Philippines; On-site; PHP 400,000 - 560,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates, monitor attendance, and drive performance toward contractual KPIs. You will coach, motivate, and administer discipline as needed to ensure service levels and client satisfaction.

The role requires strong leadership, timely communication, and adherence to company policies while promoting Concentrix values and facilitating team meetings to maintain efficient operations.

Qualifications

• Experience supervising call center associates.
• Coaching to meet KPIs and performance targets.
• Knowledge of organizational policies and legal requirements.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports on performance to achieve metrics weekly.
• Identify performance issues and implement corrective action up to termination.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct regular team meetings and organize team activities.
• Stay updated on internal processes and participate in manager development.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Sales account experience

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.