Call Center Team Leader — Coach & KPI Driver

Convergys; Philippines; On-site; PHP 446,000 - 781,000; Full time

Job summary

Concentrix in Quezon City is seeking a Team Leader for UPA to supervise a group of call center associates and drive performance through coaching and accountability.

You will monitor attendance, coach for weekly metrics, address performance gaps, and ensure delivery of contracted KPIs while maintaining open communication and adherence to policies. The role requires strong communication, leadership under pressure, and a flexible schedule.

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

• Oversee day-to-day supervision of call center associates and monitor attendance
• Coach direct reports regularly to meet performance metrics
• Identify performance gaps and implement corrective actions
• Ensure KPIs and financial targets are met
• Communicate expectations and provide timely updates
• Handle escalated customer calls as needed
• Conduct team meetings for clear communication
• Schedule team activities and stay updated on policies

Skills

Team leadership

Coaching

Communications skills

Performance management

Education

Associate degree

Job description

Concentrix in Quezon City is seeking a Team Leader for UPA to supervise a group of call center associates and drive performance through coaching and accountability.

You will monitor attendance, coach for weekly metrics, address performance gaps, and ensure delivery of contracted KPIs while maintaining open communication and adherence to policies. The role requires strong communication, leadership under pressure, and a flexible schedule.