Call Center Team Leader - Operations & Coaching

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

Job summary

Concentrix is seeking a Team Leader, Service in the Philippines to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and implement action plans to meet weekly metrics and KPI targets.

In this role, you will ensure service quality, communicate expectations, and provide expertise for escalated calls while organizing regular team meetings and activities. Flexibility in schedule is required.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong written and verbal communication skills.
• Ability to lead a team in multi-tasking, prioritization, and meeting timelines on deliverables.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates, including work and attendance monitoring per policy and law.
• Coach direct reports on performance regularly to meet metrics at least weekly.
• Identify performance issues, create action plans, implement corrective actions up to termination.
• Ensure service delivery meets KPIs and financial expectations.
• Communicate expectations and provide timely updates to employees.
• Provide subject matter expertise for escalated customer calls as needed.
• Conduct team meetings to share information and gather input; organize team activities.
• Stay current on internal processes and policies; participate in manager development training.
• Promote Concentrix values through behavior and attitude; advocate for team members.

Skills

Communication

Coaching

Team leadership

Multi-tasking

Mentoring

Education

Associate's degree in related field

Job description

Concentrix is seeking a Team Leader, Service in the Philippines to supervise a group of call center associates and drive performance. You will coach staff, monitor attendance, and implement action plans to meet weekly metrics and KPI targets.

In this role, you will ensure service quality, communicate expectations, and provide expertise for escalated calls while organizing regular team meetings and activities. Flexibility in schedule is required.