Call Center Team Leader - Coaching, KPIs & Flexible Schedule

CNX; Cebu City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Concentrix is seeking a Team Leader, Operations in Cebu City, Philippines to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance, provide regular feedback, and ensure KPIs and service levels meet contractual targets.

The role requires coaching, leadership, and the ability to manage multiple priorities while promoting Concentrix values and maintaining compliance. A flexible schedule may be required.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred
• Strong coaching and mentoring skills to achieve performance expectations
• Ability to work under pressure and follow through on items to completion
• Strong written and verbal communication skills
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Skills

Coaching

Team leadership

Performance management

Communication

Mentoring

Multi-tasking

Flexibility

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Operations in Cebu City, Philippines to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance, provide regular feedback, and ensure KPIs and service levels meet contractual targets.

The role requires coaching, leadership, and the ability to manage multiple priorities while promoting Concentrix values and maintaining compliance. A flexible schedule may be required.