Call Center Sales Team Leader

Concentrix; Pasig; On-site; PHP 360,000 - 540,000; Full time

Job summary

Concentrix in Pasig, Philippines is seeking a Call Center Supervisor to oversee a group of associates, monitor attendance, and ensure adherence to organizational policies and contract obligations.

You will coach direct reports on performance on a regular basis, identify issues, and implement corrective actions as needed while maintaining a positive team culture and focus on service quality.

Qualifications

• Experience supervising call center associates.
• Ability to coach team members to improve performance.
• Monitor attendance and adherence to policies.
• Identify performance issues and plan corrective actions.
• Ensure delivery of services meeting KPIs and contracts.
• Communicate expectations clearly to staff.
• Provide SME support for escalated calls as needed.
• Lead meetings and stay updated on processes and policies.

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

Skills

Team supervision

Coaching

Attendance monitoring

Performance coaching

Issue identification

Action planning

KPI tracking

Policy compliance

Job description

Concentrix in Pasig, Philippines is seeking a Call Center Supervisor to oversee a group of associates, monitor attendance, and ensure adherence to organizational policies and contract obligations.

You will coach direct reports on performance on a regular basis, identify issues, and implement corrective actions as needed while maintaining a positive team culture and focus on service quality.