Cebu Call Center Team Lead — Coaching & KPIs

Concentrix; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Concentrix Cebu FCC site is seeking an Associate Team Leader to supervise a group of call center associates, monitor attendance, and ensure performance metrics are met. This role requires onsite work and a proactive mindset to coach team members.

You will lead daily meetings, enforce processes, escalate issues, and promote Concentrix values while driving timelines and KPI attainment through mentorship and clear communication.

Qualifications

• Supervise a group of call center associates and monitor attendance
• Coach direct reports to meet weekly performance metrics
• Identify performance issues and implement corrective action
• Ensure service levels meet KPIs and contractual expectations
• Lead team meetings and communicate requirements clearly
• Promote company values and provide direction to the team

Responsibilities

• Oversee day-to-day supervision of call center associates
• Coach performance regularly to achieve metrics
• Develop action plans for underperformance and missing deadlines
• Ensure KPIs and financial targets are met
• Provide escalation handling and subject-matter expertise
• Conduct team meetings and organize activities
• Stay updated on internal processes and training requirements
• Advocate for team members and promote positive behavior

Skills

Team Leadership

Coaching

Communication

Multi-tasking

Mentoring

Onsite Work

Education

Associate's degree in related field

Job description

Concentrix Cebu FCC site is seeking an Associate Team Leader to supervise a group of call center associates, monitor attendance, and ensure performance metrics are met. This role requires onsite work and a proactive mindset to coach team members.

You will lead daily meetings, enforce processes, escalate issues, and promote Concentrix values while driving timelines and KPI attainment through mentorship and clear communication.