Call Center Team Leader – Performance & Coaching

Concentrix; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance, coach on a regular basis, and ensure metrics are achieved while upholding company policies and values.

The role requires strong communication, leadership, and multitasking abilities to manage schedules, deliver high-quality customer care, and escalate issues when needed in a fast-paced environment.

Qualifications

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports to meet performance metrics on a regular basis.
• Identify performance issues and implement improvement plans including corrective actions.

Responsibilities

• Ensure service levels align with KPIs and contractual expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls as needed and share subject-matter expertise.
• Conduct team meetings and promote open communication for feedback.

Skills

Coaching

Leadership

Communication

Multi-tasking

Time management

Education

Associate's degree

Job description

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates and drive performance through coaching and accountability. You will monitor attendance, coach on a regular basis, and ensure metrics are achieved while upholding company policies and values.

The role requires strong communication, leadership, and multitasking abilities to manage schedules, deliver high-quality customer care, and escalate issues when needed in a fast-paced environment.