Call Center Performance Lead

Concentrix; Quezon City; On-site; PHP 446,000 - 625,000; Full time

Job summary

Concentrix in Quezon City is seeking a supervisor to oversee the day-to-day operations of a group of call center associates, including attendance and performance monitoring in line with policy and applicable legal requirements. You will coach direct reports on their performance weekly, identify and address performance issues, and implement corrective actions up to termination when necessary.

You will ensure service levels meet KPIs and financial expectations, communicate updates, and escalate as

Qualifications

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

Job description

Concentrix in Quezon City is seeking a supervisor to oversee the day-to-day operations of a group of call center associates, including attendance and performance monitoring in line with policy and applicable legal requirements. You will coach direct reports on their performance weekly, identify and address performance issues, and implement corrective actions up to termination when necessary.

You will ensure service levels meet KPIs and financial expectations, communicate updates, and escalate as