Call Center Team Lead — KPI & Coaching Champion

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

Job summary

Concentrix in Makati is seeking a capable supervisor to lead a group of call center associates, monitoring attendance and adherence to policy and applicable laws. You will coach direct reports weekly to meet performance metrics and address issues promptly.

The role includes handling escalated calls, conducting regular team meetings, staying updated on internal policies, and promoting Concentrix values in daily work. This is a frontline leadership position based in Makati.

Responsibilities

• Supervise day-to-day activities of a group of call center associates including monitoring work and attendance in line with policy and legal requirements
• Coach direct reports on performance regularly to ensure metrics are met at least weekly
• Identify performance issues, develop an action plan for improvement, implement corrective actions up to termination if necessary
• Ensure service delivery meets contractual KPIs and financial expectations
• Communicate expected standards to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct team meetings to facilitate clear communication and organize team activities
• Stay current on internal processes, policies, and procedures; participate in required manager development training
• Promote Concentrix values through behavior and advocacy for team members

Job description

Concentrix in Makati is seeking a capable supervisor to lead a group of call center associates, monitoring attendance and adherence to policy and applicable laws. You will coach direct reports weekly to meet performance metrics and address issues promptly.

The role includes handling escalated calls, conducting regular team meetings, staying updated on internal policies, and promoting Concentrix values in daily work. This is a frontline leadership position based in Makati.