Call Center Team Leader: KPI-Driven Coaching & Delivery

cnx; Makati; On-site; PHP 400,000 - 650,000; Full time

Job summary

cnx in Makati City is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching, motivation, and accountability. You will ensure attendance, quality, and adherence to policy while implementing management directives.

You will mentor staff, address performance gaps, and ensure service levels align with contractual KPIs and financial targets. This role demands clear communication and proactive leadership in a fast-paced environment.

Qualifications

• Bachelor's degree in a related field with 2–4 years of relevant experience.
• Strong written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to lead a team, mentor, and meet deadlines under pressure.
• Familiarity with call center performance metrics and coaching.

Responsibilities

• Supervise a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to achieve KPIs and metrics.
• Identify performance issues, create improvement plans, and take corrective action.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay updated on internal policies and attend manager development training.
• Promote Concentrix values through behavior and advocacy.

Skills

Team leadership

Coaching

Communication

Multitasking

Mentoring

Education

Bachelor's degree

Tools

Microsoft Office

Job description

cnx in Makati City is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching, motivation, and accountability. You will ensure attendance, quality, and adherence to policy while implementing management directives.

You will mentor staff, address performance gaps, and ensure service levels align with contractual KPIs and financial targets. This role demands clear communication and proactive leadership in a fast-paced environment.