Customer Care Team Leader

Concentrix; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix in Metro Manila is seeking a capable supervisor to oversee a group of call center associates. You will monitor attendance, coach performance, and ensure adherence to policies while driving KPI achievement.

You will identify performance gaps, implement corrective actions, and provide escalation support as needed. Lead team meetings and stay current with processes and training requirements to foster a productive, compliant team.

Qualifications

• Supervise day-to-day activities of a group of call center associates.
• Coach direct reports regularly to meet performance metrics.
• Identify and address performance gaps with action plans.
• Ensure KPIs and contractual financial expectations are met.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls with subject-matter expertise as needed.
• Lead team meetings and promote open communication.
• Stay updated on internal processes and participate in manager training.
• Advocate for Concentrix values and team members.

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achievedat a minimum weekly
• Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities
• Stay current on internal work processes, policies and procedures. Attend required manager development training
• Promote the Concentrix values through both behavior and attitude, including being an advocate for team members

Skills

Team supervision

Coaching

Performance monitoring

Escalation handling

Policy compliance

Job description

Concentrix in Metro Manila is seeking a capable supervisor to oversee a group of call center associates. You will monitor attendance, coach performance, and ensure adherence to policies while driving KPI achievement.

You will identify performance gaps, implement corrective actions, and provide escalation support as needed. Lead team meetings and stay current with processes and training requirements to foster a productive, compliant team.