Call Center Team Leader & Performance Coach

Concentrix; Naga; On-site; PHP 480,000 - 640,000; Full time

Job summary

Concentrix Philippines is seeking a capable Team Leader to supervise a group of call center associates, coach performance, and ensure KPIs are met. You will manage daily activities, mentor staff, and drive high service levels in a fast-paced environment.

Lead team meetings, handle escalations, and align with internal policies while promoting Concentrix values and a positive workplace culture. This role requires strong communication and multi-tasking abilities.

Qualifications

• Two to four years of relevant experience preferred.
• Strong coaching and development capabilities.
• Proven ability to work under pressure and meet timelines.
• Excellent written and verbal communication skills.
• Ability to lead a team in multi-tasking and prioritization.

Responsibilities

• Supervise day-to-day activities of call center associates, including work and attendance monitoring.
• Coach direct reports regularly to ensure KPIs are achieved.
• Identify performance issues, develop action plans, and implement corrective actions.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Provide escalation handling expertise as needed.
• Conduct team meetings and coordinate team activities.
• Stay updated on internal processes and policies; participate in manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Team leadership

Coaching

Communication

Multitasking

Performance management

Education

Associate's degree in related field

Job description

Concentrix Philippines is seeking a capable Team Leader to supervise a group of call center associates, coach performance, and ensure KPIs are met. You will manage daily activities, mentor staff, and drive high service levels in a fast-paced environment.

Lead team meetings, handle escalations, and align with internal policies while promoting Concentrix values and a positive workplace culture. This role requires strong communication and multi-tasking abilities.