Call Center Team Leader: Coaching for Excellence

Concentrix; Quezon City; Vor Ort; PHP 391.000 - 580.000; Vollzeit

Zusammenfassung

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates and monitor attendance in line with company policy and legal requirements. You will coach direct reports to ensure performance against KPIs and manage escalated calls when needed.

You will schedule team activities, conduct regular performance reviews, and stay updated on internal processes. A flexible schedule is required to support operations and training initiatives.

Qualifikationen

• Associate's degree or equivalent with 2–4 years of relevant experience preferred.
• Experience in supervising or leading a call center team is desirable.
• Strong communication and coaching skills with the ability to manage performance to KPI targets.

Aufgaben

• Supervise a group of call center associates including work and attendance monitoring per organization policy and legal requirements.
• Coach direct reports on performance regularly to ensure KPIs are achieved.
• Identify performance issues, develop action plans, and implement corrective actions up to termination when required.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Conduct team meetings and organize team activities to maintain open communication.
• Stay current on internal processes, policies, and procedures; attend required training.
• Promote Concentrix values through behavior and attitude and advocate for team members.
• Handle escalated customer calls as needed.

Kenntnisse

Team leadership

Performance coaching

Strong communication

Multi-tasking & prioritization

Ausbildung

Associate's degree or equivalent

Jobbeschreibung

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates and monitor attendance in line with company policy and legal requirements. You will coach direct reports to ensure performance against KPIs and manage escalated calls when needed.

You will schedule team activities, conduct regular performance reviews, and stay updated on internal processes. A flexible schedule is required to support operations and training initiatives.