Call Center Operations Team Lead - KPI Coaching

Concentrix; Mabalacat; On-site; PHP 550,000 - 850,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in the Philippines to supervise a group of call center associates and drive performance to meet KPIs and financial targets. You will coach, monitor attendance, and enforce policy while promoting a positive team culture.

Responsibilities include conducting team meetings, providing escalation support, and ensuring adherence to processes and legal requirements. Strong communication, multitasking, and flexible scheduling are essential for success.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.

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.
• Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made.
• Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies.
• Exercises authority to manage the employment status of a group of employees including identifying and addressing misconduct, policy and process violations of call center associates.
• Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies.
• Support and manage the program together with other Team Leaders and Managers.
• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
• The Team Leader's role is a managerial level position, a position reposed with trust and confidence.

Skills

Team leadership

Coaching

Performance management

Communication

Multi-tasking

Mentoring

Flexible schedule

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations in the Philippines to supervise a group of call center associates and drive performance to meet KPIs and financial targets. You will coach, monitor attendance, and enforce policy while promoting a positive team culture.

Responsibilities include conducting team meetings, providing escalation support, and ensuring adherence to processes and legal requirements. Strong communication, multitasking, and flexible scheduling are essential for success.