Call Center Team Leader — Coaching & Performance

Concentrix; Bacolod; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix in Bacolod, Philippines, seeks an experienced supervisor to oversee a group of call center associates, monitor attendance and performance, and coach the team to meet weekly KPIs.

The role requires strong written and verbal communication, ability to mentor staff, manage multitasking, and a willingness to work a flexible, onsite schedule in a dynamic customer service environment.

Qualifications

• Associate's degree required or preferred with 2–4 years of relevant experience
• Strong written and verbal communication skills
• Ability to mentor, coach and provide direction to a team
• Willingness to work a flexible schedule
• Onsite setup for Bacolod

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring
• Coach direct reports on performance to meet KPIs weekly
• Identify performance issues and develop action plans for improvement
• Ensure service levels meet contractual KPIs and financial expectations
• Communicate expectations and provide timely updates to the team
• Provide subject matter expertise in handling escalated calls as needed
• Conduct team meetings and organize team activities
• Stay current on internal processes and policy requirements
• Promote Concentrix values and advocate for team members

Skills

Communication

Leadership

Coaching

Time management

Education

Associate's degree

Job description

Concentrix in Bacolod, Philippines, seeks an experienced supervisor to oversee a group of call center associates, monitor attendance and performance, and coach the team to meet weekly KPIs.

The role requires strong written and verbal communication, ability to mentor staff, manage multitasking, and a willingness to work a flexible, onsite schedule in a dynamic customer service environment.