Call Center Team Lead — KPI Coaching & Flexible Schedule

Convergys; Hinoba-an; On-site; PHP 469,000 - 692,000; Full time

Job summary

Concentrix is seeking a Team Leader to supervise a group of call center associates in Laguna, Philippines, ensuring adherence to policies and attendance. You will coach, monitor performance, and drive a high-service culture in a dynamic environment.

As a manager, you will handle escalations, coordinate team activities, stay current with procedures, and promote Concentrix values while guiding your team to meet KPIs and customer expectations.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• 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.
• 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.

Responsibilities

• Supervise call center associates day-to-day and monitor attendance per policy.
• Coach direct reports regularly to meet weekly performance targets.
• Identify performance issues and implement corrective actions up to termination.
• Ensure KPIs and financial targets are met for service delivery.
• Communicate expectations and provide timely updates to team.
• Handle escalated customer calls as needed.
• Conduct team meetings and coordinate team activities.
• Stay current on internal processes and policies.
• Attend manager development training.
• Promote Concentrix values and advocate for team members.

Skills

Coaching

Team leadership

Communication

Multi-tasking

Mentoring

Flexible schedule

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader to supervise a group of call center associates in Laguna, Philippines, ensuring adherence to policies and attendance. You will coach, monitor performance, and drive a high-service culture in a dynamic environment.

As a manager, you will handle escalations, coordinate team activities, stay current with procedures, and promote Concentrix values while guiding your team to meet KPIs and customer expectations.