QC Team Lead & Coach - Call Center Excellence

Concentrix; Iloilo; On-site; PHP 279,000 - 446,000; Full time

Job summary

Concentrix is seeking a motivated supervisor to lead a team of call center associates at the UP Ayala Technohub onsite location. You will coach, mentor and manage performance to ensure timely delivery of results while maintaining high quality service.

The role requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and willingness to work a flexible schedule. Healthcare background is preferred.

Qualifications

• Associates degree preferred with 2–4 years of relevant experience.
• Strong coaching and mentoring abilities to develop team members.
• Excellent written and verbal communication skills.
• Proven ability to lead a team in multitasking, prioritization and meeting timelines.
• Willingness to work a flexible schedule.
• Onsite setup for UP Ayala Technohub.
• Healthcare background is preferred.

Responsibilities

• Supervise a group of call center associates, monitor work and attendance per policy.
• Coach direct reports regularly to meet performance metrics weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service levels meet KPIs and contractual financial expectations.
• Communicate expectations and provide timely updates to the team.
• Provide SME support for escalated customer calls as needed.
• Conduct team meetings and organize team activities to maintain open communication.
• Stay updated on internal processes and policies; attend manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

Coaching

Communication

Leadership

Mentoring

Flexibility

Healthcare knowledge

Education

Associate's degree in related field

Job description

Concentrix is seeking a motivated supervisor to lead a team of call center associates at the UP Ayala Technohub onsite location. You will coach, mentor and manage performance to ensure timely delivery of results while maintaining high quality service.

The role requires an Associate's degree with 2–4 years of relevant experience, strong communication skills, and willingness to work a flexible schedule. Healthcare background is preferred.