Call Center Team Leader — Coach & KPI Driver

Concentrix; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Job summary

Concentrix in Cebu City, Philippines is seeking a Team Leader to supervise a group of call center associates, coach on performance, and ensure KPIs and service levels meet contractual expectations. The role emphasizes coaching, attendance monitoring, and leadership of a multi-tasking team in a fast-paced environment.

The ideal candidate holds an associate degree with 2–4 years of relevant experience, strong communication skills, and the ability to mentor and lead under pressure.

Qualifications

• Associate's degree in related field; 2–4 years of relevant experience preferred.
• Strong coaching and team development abilities.
• Effective under pressure with ability to meet deadlines.
• Clear written and verbal communication skills.
• Ability to lead with multi-tasking, prioritization and timelines.
• Mentor and guide team members as needed.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates daily and monitor attendance.
• Coach direct reports regularly to ensure KPIs are achieved.
• Identify performance issues and implement corrective actions.
• Ensure service levels and KPIs meet contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Lead team meetings and organize team activities.
• Stay current on policies and procedures and attend required training.
• Promote Concentrix values through behavior and leadership.

Skills

Coaching

Communication

Leadership

Teamwork

Problem solving

Time management

Flexibility

Education

Associate's degree in related field

Job description

Concentrix in Cebu City, Philippines is seeking a Team Leader to supervise a group of call center associates, coach on performance, and ensure KPIs and service levels meet contractual expectations. The role emphasizes coaching, attendance monitoring, and leadership of a multi-tasking team in a fast-paced environment.

The ideal candidate holds an associate degree with 2–4 years of relevant experience, strong communication skills, and the ability to mentor and lead under pressure.