Call Center Team Lead & Performance Coach

Concentrix; Naga; Presencial; PHP 335.000 - 614.000; Jornada completa

Descripción de la vacante

Concentrix is seeking a capable Team Leader in the Philippines who will supervise a group of call center associates, monitor attendance, and drive performance. The role emphasizes coaching, guidance, and ensuring delivery of agreed KPIs.

You will mentor staff, manage escalations, and align daily work with organizational policies. The position requires an Associate's degree with 2–4 years of relevant experience, strong communication, and the ability to lead multitask efforts while supporting a

Formación

• Two to four years of relevant experience preferred.
• Experience coaching teams to meet performance metrics.
• Strong written and verbal communication skills.
• Ability to mentor and guide team members.
• Willingness to work a flexible schedule.
• Ability to lead and manage multiple tasks.

Responsabilidades

• Supervise call center associates daily, monitor attendance and adherence to policy.
• Coach direct reports regularly to meet performance metrics weekly.
• Address performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls with subject matter expertise as needed.
• Lead team meetings and organize activities to promote open communication.
• Stay updated on policies and participate in required training.
• Promote company values and advocate for team members.

Conocimientos

Coaching

Communication skills

Leadership

Multi-tasking

Mentoring

Flexibility

Educación

Associate's degree

Descripción del empleo

Concentrix is seeking a capable Team Leader in the Philippines who will supervise a group of call center associates, monitor attendance, and drive performance. The role emphasizes coaching, guidance, and ensuring delivery of agreed KPIs.

You will mentor staff, manage escalations, and align daily work with organizational policies. The position requires an Associate's degree with 2–4 years of relevant experience, strong communication, and the ability to lead multitask efforts while supporting a