Call Center Team Lead & Performance Coach

Concentrix Experts Colombia S.A.S.

Quezon City

On-site

PHP 350,000 - 520,000

Full time

6 days ago

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Job summary

Concentrix Quezon City is seeking a Team Leader to supervise a group of call center associates, coaching them to achieve performance metrics and deliverables. You will monitor attendance, provide timely feedback, and oversee escalation handling, while ensuring adherence to policy and process.

The role requires strong communication, mentoring, and the ability to lead under pressure. Responsibilities include conducting regular team meetings, promoting company values, and participating in manager

Qualifications

Associate's degree in related field with two to four years of relevant experience preferred.
Ability to coach and develop team to meet performance metrics.
Strong communication skills, both written and verbal.

Responsibilities

Supervise a group of call center associates daily, monitor attendance and work in line with policy.
Coach direct reports regularly to ensure performance metrics are met weekly.
Identify performance issues and implement corrective actions up to termination as needed.
Ensure KPIs and financial targets are met through coaching and accountability.
Lead team meetings and communicate expectations; stay updated on processes.
Provide escalation handling and SME support as needed.
Promote values and participate in required manager development training.