Call Center Team Leader – Consumer Tech (Quezon City)

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

Job summary

Concentrix is seeking a Team Leader to oversee a group of call center associates in a fast-paced environment. The role focuses on directing day-to-day operations, coaching team members, and ensuring performance against KPIs and contractual targets.

You will also manage attendance, apply disciplinary actions when necessary, and handle escalated customer calls as needed. Regular team meetings and adherence to company policies are essential.

Qualifications

• Ability to manage a group of call center associates and drive performance metrics.
• Experience handling consumer electronics brands or technical accounts is preferred.
• Strong coaching and accountability to meet KPIs and contractual targets.
• Experience in supervising attendance and implementing disciplinary actions when needed.
• Ability to conduct team meetings, communicate expectations, and stay updated on process changes.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Provide coaching and feedback to improve performance and achieve KPIs.
• Monitor attendance and adherence to policy; take disciplinary actions as needed.
• Handle escalated customer calls as subject matter expert when required.
• Communicate expectations and updates to team; organize regular team meetings.

Skills

People management

Coaching

Performance management

Attendance monitoring

Call center operations

Escalation handling

Disciplinary process

Team leadership

Client/brand experience

Job description

Concentrix is seeking a Team Leader to oversee a group of call center associates in a fast-paced environment. The role focuses on directing day-to-day operations, coaching team members, and ensuring performance against KPIs and contractual targets.

You will also manage attendance, apply disciplinary actions when necessary, and handle escalated customer calls as needed. Regular team meetings and adherence to company policies are essential.