Call Center Team Leader: Coaching, Escalations & KPIs

Concentrix Philippines; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, drive performance, and ensure KPI targets are met. The role emphasizes coaching, accountability, and the ability to manage case escalations with sound judgment.

The successful candidate will lead daily operations, monitor attendance, and stay aligned with company policies while advocating for team members and providing timely feedback.

Qualifications

• Must have proven experience handling case management and escalations.
• Ability to supervise call center associates day-to-day.
• Provide coaching, motivation, and accountability through disciplinary processes.
• Ensure compliance with KPIs and attendance metrics.
• Identify performance issues and implement corrective action, up to termination.

Responsibilities

• Supervise a group of call center associates and monitor work and attendance.
• Coach direct reports on performance to meet or exceed KPI targets weekly.
• Handle escalated customer calls as needed with subject-matter expertise.
• Conduct regular team meetings and communicate expectations clearly.
• Stay updated on internal processes, policies, and required training.
• Promote the Concentrix values through positive leadership and advocacy for team members.

Skills

Coaching

Case management

Escalations handling

Performance monitoring

Team leadership

Job description

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, drive performance, and ensure KPI targets are met. The role emphasizes coaching, accountability, and the ability to manage case escalations with sound judgment.

The successful candidate will lead daily operations, monitor attendance, and stay aligned with company policies while advocating for team members and providing timely feedback.