Performance-Driven Call Center Team Lead

Concentrix; Quezon City; On-site; PHP 335,000 - 502,000; Full time

Job summary

Concentrix in Metro Manila, Philippines, seeks a capable supervisor to manage a team of call center associates. You will monitor attendance, coach performance, and drive metrics to meet contractual KPIs, while ensuring quality service and adherence to company policies.

The role requires strong leadership, clear communication, and the ability to address escalations, organize team meetings, and stay updated on processes and trainings.

Qualifications

• Leadership and team oversight capabilities.
• Ability to coach and develop direct reports.
• Experience in monitoring performance metrics and KPIs.
• Strong communication and stakeholder update skills.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates and monitor attendance.
• Regularly coach direct reports to meet performance metrics.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide subject matter expertise for escalated calls as needed.
• Lead team meetings and foster open communication and activities.
• Stay up-to-date with internal processes and required management training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Team supervision

Coaching

Performance management

Communication

Job description

Concentrix in Metro Manila, Philippines, seeks a capable supervisor to manage a team of call center associates. You will monitor attendance, coach performance, and drive metrics to meet contractual KPIs, while ensuring quality service and adherence to company policies.

The role requires strong leadership, clear communication, and the ability to address escalations, organize team meetings, and stay updated on processes and trainings.