Call Center Team Leader: Coach, Optimize KPIs, Engage

Concentrix; Cagayan de Oro; On-site; PHP 400,000 - 650,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader responsible for day-to-day supervision of a call center team, ensuring performance meets client and quality standards through coaching, motivation, and accountability. You will provide weekly feedback, develop improvement plans, and maintain process knowledge, while promoting Concentrix values and a culture of accountability and continuous improvement.

The role requires flexible scheduling and strong communication, with the ability to

Qualifications

• Minimum 1–2 years' experience as Team Leader or equivalent.
• Airline/Travel account is an advantage but not required.
• Demonstrated ability to coach, develop, and motivate employees to achieve performance objectives.
• Strong problem-solving and decision-making skills with the ability to work effectively under pressure.

Responsibilities

• Supervise the daily activities of a team of call center associates, including work allocation and attendance monitoring.
• Provide regular coaching and performance feedback to direct reports on a weekly basis.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual KPIs, quality standards, and financial expectations.
• Communicate performance expectations and operational updates in a timely manner.
• Serve as a subject matter expert and assist with escalated customer concerns.

Skills

Team leadership

Coaching & mentoring

Performance management

Communication skills

Problem solving

Data analysis

Flexible scheduling

Job description

Concentrix in the Philippines is seeking a Team Leader responsible for day-to-day supervision of a call center team, ensuring performance meets client and quality standards through coaching, motivation, and accountability. You will provide weekly feedback, develop improvement plans, and maintain process knowledge, while promoting Concentrix values and a culture of accountability and continuous improvement.

The role requires flexible scheduling and strong communication, with the ability to