CX Team Leader & Performance Coach

Concentrix Philippines; Pasig; On-site; PHP 335,000 - 558,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, ensuring attendance and adherence to policies. You will coach direct reports weekly to meet performance metrics and implement action plans as needed.

You will also ensure service levels align with KPIs, communicate expectations, handle escalations, and lead team meetings while staying current on processes and participating in development training.

Qualifications

• Supervises a group of call center associates daily.
• Coaches performance to meet targets weekly.
• Develops improvement plans and can invoke corrective actions.
• Ensures KPIs and financial targets are met.
• Communicates expectations and provides updates.
• Handles escalated customer calls as needed.
• Leads team meetings and organizes activities.
• Keeps updated on policies and participates in manager training.

Responsibilities

• Supervise day-to-day operations of a call center team.
• Coach team members to achieve performance metrics.
• Identify and address performance issues with action plans.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Manage escalations and provide SME support on calls as needed.
• Lead regular team meetings and organize team activities.
• Stay current on internal policies and procedures and complete manager development training.

Skills

People management

Coaching and development

Team leadership

Strong communication

Performance coaching

Multitasking

Education

Associate's degree in related field

Job description

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, ensuring attendance and adherence to policies. You will coach direct reports weekly to meet performance metrics and implement action plans as needed.

You will also ensure service levels align with KPIs, communicate expectations, handle escalations, and lead team meetings while staying current on processes and participating in development training.