Call Center Team Leader - Coaching & KPI Excellence

Concentrix; Quezon City; On-site; PHP 450,000 - 600,000; Full time

Job summary

Concentrix is seeking a Team Leader, Service to supervise a group of call center associates in daily operations. You will coach, monitor attendance, and drive performance toward KPIs while maintaining service quality and adherence to policies.

The role requires the ability to lead a team, manage multiple tasks, and provide guidance during escalations. A flexible schedule and strong communication skills are essential.

Qualifications

• Associate's degree in related field.
• Strong coaching and leadership abilities.
• Proven ability to mentor and develop a team.
• Excellent written and verbal communication skills.

Responsibilities

• Supervise day-to-day call center operations and monitor attendance.
• Provide regular coaching to direct reports to meet or exceed KPIs.
• Identify performance issues, develop action plans, and implement improvements.
• Ensure service levels align with contractual KPIs and financial targets.
• Communicate expectations and updates to the team in a timely manner.
• Provide subject-matter expertise for escalated customer calls when needed.
• Conduct team meetings to share information and gather input.
• Stay updated on internal policies and participate in manager development training.
• Promote Concentrix values through behavior and advocacy for the team.

Skills

Coaching team

Communication skills

Team leadership

Multitasking

Flexible schedule

Education

Associate's degree

Job description

Concentrix is seeking a Team Leader, Service to supervise a group of call center associates in daily operations. You will coach, monitor attendance, and drive performance toward KPIs while maintaining service quality and adherence to policies.

The role requires the ability to lead a team, manage multiple tasks, and provide guidance during escalations. A flexible schedule and strong communication skills are essential.