Call Center Team Leader — Coaching & KPI Achievements

CNX; Philippines; On-site; PHP 469,000 - 781,000; Full time

Job summary

CNX in the Philippines is seeking a Team Leader for UPA (8/8) to supervise a group of call center associates and drive performance metrics through coaching and accountability.

You will monitor attendance, provide regular feedback, and implement corrective actions while ensuring service levels meet KPIs and contractual expectations. This role emphasizes leadership, team development, and adherence to policies.

Qualifications

• Associate's degree and 2–4 years of relevant experience preferred.
• Highly motivated with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization and meeting timelines.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports regularly to meet performance metrics.
• Identify performance issues and implement corrective action up to termination.
• Ensure KPIs and contract requirements are met; manage financial expectations.
• Communicate expectations and provide timely updates to employees.
• Handle escalated customer calls as needed with SME input.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and participate in management training.
• Promote company values through behavior and advocacy for the team.

Skills

Team leadership

Coaching

Communication

Multitasking

Mentoring

Flexible schedule

Education

Associate's degree in related field

Job description

CNX in the Philippines is seeking a Team Leader for UPA (8/8) to supervise a group of call center associates and drive performance metrics through coaching and accountability.

You will monitor attendance, provide regular feedback, and implement corrective actions while ensuring service levels meet KPIs and contractual expectations. This role emphasizes leadership, team development, and adherence to policies.