Call Center Team Lead: Coaching, KPIs & People Leadership

Concentrix; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix is seeking a Team Leader to supervise a group of call center associates in day-to-day operations, providing coaching and accountability to meet performance targets. You will manage attendance, coach on performance, address issues with corrective actions, and ensure adherence to KPIs and contractual obligations.

You will handle escalated calls as needed, conduct regular team meetings, stay updated on processes, and promote Concentrix values across the team.

Qualifications

• Proven experience handling a Consumer Electronics Brand or Technical accounts.

Responsibilities

• Supervise day-to-day operations of call center associates and monitor attendance in line with policy and law.
• Coach direct reports on performance regularly to meet metrics.
• Identify performance issues and implement improvement plans, up to termination when necessary.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.

Skills

People management

Coaching

Performance management

KPIs

Escalation handling

Communication

Team leadership

Job description

Concentrix is seeking a Team Leader to supervise a group of call center associates in day-to-day operations, providing coaching and accountability to meet performance targets. You will manage attendance, coach on performance, address issues with corrective actions, and ensure adherence to KPIs and contractual obligations.

You will handle escalated calls as needed, conduct regular team meetings, stay updated on processes, and promote Concentrix values across the team.