Call Center Team Leader — KPI Coach (Flexible Schedule)

Concentrix; Quezon City; Vor Ort; PHP 500.000 - 900.000; Vollzeit

Zusammenfassung

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates, coach them for higher performance, and ensure adherence to policies and KPIs. The role requires exercising independent judgment to implement management policies and maintain discipline where necessary.

The Team Leader will motivate the team, monitor attendance, conduct regular performance reviews, and lead team meetings to drive service excellence and adherence to contractual targets.

Qualifikationen

• Associate's degree in related field with two to four years of relevant experience preferred.
• Strong coaching and people-management skills.
• Ability to monitor performance metrics and drive results.

Aufgaben

• Supervise day-to-day activities of call center associates and monitor attendance and adherence to policies.
• Coach direct reports regularly to ensure performance metrics are met.
• Identify performance issues, create action plans, and apply corrective actions up to termination.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates; escalate as needed.
• Provide expertise in handling escalated customer calls and participate in team meetings.

Kenntnisse

Coaching

People management

Performance metrics

Communication

Ausbildung

Associate's degree

Jobbeschreibung

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates, coach them for higher performance, and ensure adherence to policies and KPIs. The role requires exercising independent judgment to implement management policies and maintain discipline where necessary.

The Team Leader will motivate the team, monitor attendance, conduct regular performance reviews, and lead team meetings to drive service excellence and adherence to contractual targets.