Call Center Team Leader – Coaching & Performance Delivery

Concentrix; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Concentrix in Cebu City, Philippines, is seeking a Team Leader to supervise call center associates onsite. The role emphasizes coaching, performance management, and ensuring KPIs are met. Strong communication skills are essential, with a willingness to mentor a team and work a flexible schedule.

The ideal candidate has an Associate's degree and 2–4 years of related experience, with a proven ability to lead and develop others in a fast-paced environment.

Qualifications

• Associate's degree required or preferred in related field.
• 2–4 years of relevant experience preferred.
• Strong coaching and mentorship abilities.
• Excellent written and verbal communication skills.
• Ability to lead a team in multi-tasking and meeting deadlines.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates.
• Coach direct reports to improve performance against KPIs weekly.
• Identify performance gaps and implement action plans.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide SME guidance on escalated customer calls as needed.
• Lead team meetings and organize daily and weekly activities.
• Stay updated on internal processes and complete required trainings.
• Promote Concentrix values and support team members' development.

Skills

Team leadership

Communication skills

Mentoring/coaching

Time management

Flexible schedule adaptability

Education

Associate's degree in related field

Job description

Concentrix in Cebu City, Philippines, is seeking a Team Leader to supervise call center associates onsite. The role emphasizes coaching, performance management, and ensuring KPIs are met. Strong communication skills are essential, with a willingness to mentor a team and work a flexible schedule.

The ideal candidate has an Associate's degree and 2–4 years of related experience, with a proven ability to lead and develop others in a fast-paced environment.