Call Center Team Leader - Performance & Coaching

Concentrix; Pasig; On-site; PHP 469,000 - 725,000; Full time

Job summary

Concentrix in Pasig is seeking a Team Lead to supervise call center associates, monitor attendance, and drive performance against KPIs. The role emphasizes coaching, mentoring, and ensuring timely delivery of service commitments. A background in healthcare and onsite operations support are valued.

The ideal candidate will lead by example, manage multifaceted tasks, and promote Concentrix values while maintaining schedule flexibility and adherence to policies.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to mentor, coach and provide direction to a team of employees.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Willingness to work a flexible schedule.
• Onsite setup for Tera.
• Background in Healthcare is preferred.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring per policy and law.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues, develop action plans and implement corrective action up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct Team Meetings for clear communication and activity planning.

Skills

Team leadership

Communication

Coaching

Multitasking

Mentoring

Education

Associate's degree in related field

Job description

Concentrix in Pasig is seeking a Team Lead to supervise call center associates, monitor attendance, and drive performance against KPIs. The role emphasizes coaching, mentoring, and ensuring timely delivery of service commitments. A background in healthcare and onsite operations support are valued.

The ideal candidate will lead by example, manage multifaceted tasks, and promote Concentrix values while maintaining schedule flexibility and adherence to policies.