Call Center Team Leader: Performance Coach

Concentrix CVG Philippines, Inc.; Quezon City; On-site; PHP 446,000 - 670,000; Full time

Job summary

Concentrix CVG Philippines, Inc. seeks a Team Leader to supervise a group of call center associates in Quezon City. You will coach, monitor attendance, and drive performance to meet KPIs and contractual targets.

Responsibilities include escalating issues, conducting regular team meetings, organizing activities, and ensuring adherence to processes while promoting Concentrix values. Strong communication and leadership under pressure are essential.

Qualifications

• Associate's degree in related field.
• Highly motivated with ability to coach and develop team members.
• Work well under pressure and meet deadlines.
• Strong written and verbal communication skills.
• Lead a team in multi-tasking, prioritization and deliverables.
• Mentor and provide direction to staff.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise a group of call center associates on a day-to-day basis.
• Coach direct reports regularly to meet KPIs.
• Identify performance issues and implement corrective actions.
• Ensure service levels and KPIs meet contractual targets.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and policies.
• Promote Concentrix values through behavior and leadership.
• Attend required manager development training.

Skills

Coaching

Communication

Team leadership

Time management

Education

Associate's degree in related field

Job description

Concentrix CVG Philippines, Inc. seeks a Team Leader to supervise a group of call center associates in Quezon City. You will coach, monitor attendance, and drive performance to meet KPIs and contractual targets.

Responsibilities include escalating issues, conducting regular team meetings, organizing activities, and ensuring adherence to processes while promoting Concentrix values. Strong communication and leadership under pressure are essential.