Call Center Team Leader: Coaching & KPI-Driven Performance

Concentrix Corporation; Quezon City; On-site; PHP 558,000 - 781,000; Full time

Job summary

Concentrix Corporation in Manila is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching, mentoring and clear accountability.

You will monitor attendance, coach for weekly KPI achievement, handle escalated calls when needed, and collaborate with managers to maintain service levels and customer satisfaction in a fast-paced environment.

Qualifications

• Associate's degree in a related field.
• 2–4 years of relevant experience preferred.
• Strong coaching and leadership skills with a focus on metrics.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach reports to achieve weekly KPI targets and performance goals.
• Identify performance gaps and implement corrective action as needed.
• Handle escalated customer calls and promote service excellence.
• Lead team meetings and communicate policies and updates.

Skills

Coaching

Communication

Team leadership

Multitasking

Prioritization

Mentoring

Flexible schedule

Education

Associate's degree

Job description

Concentrix Corporation in Manila is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching, mentoring and clear accountability.

You will monitor attendance, coach for weekly KPI achievement, handle escalated calls when needed, and collaborate with managers to maintain service levels and customer satisfaction in a fast-paced environment.