Sales Account Team Leader - Call Center Coach

Concentrix; Pasay; On-site; PHP 450,000 - 600,000; Full time

Job summary

Concentrix in Pasay, Philippines seeks a Team Leader to supervise a group of call center associates and drive performance. The role focuses on coaching, accountability, and ensuring KPIs meet contractual commitments through active mentoring and timely feedback.

You will oversee attendance, implement disciplinary actions when needed, and provide escalation support while promoting Concentrix values and a collaborative team environment.

Qualifications

• Must have proven experience handling a Sales Account.
• Ability to coach direct reports on performance regularly to meet KPIs.
• Experience implementing the disciplinary process when needed.
• Communicate expectations clearly and provide timely updates to the team.

Responsibilities

• Supervise a group of call center associates and monitor work and attendance per policy and legal requirements.
• Coach team members on performance to ensure metrics are met weekly.
• Identify issues, develop action plans, implement corrective actions including termination when necessary.
• Ensure service levels and KPIs meet contractual and financial expectations.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to share information and gather input; organize team activities.

Skills

People management

Coaching

Performance management

Attendance monitoring

Disciplinary actions

Team leadership

Job description

Concentrix in Pasay, Philippines seeks a Team Leader to supervise a group of call center associates and drive performance. The role focuses on coaching, accountability, and ensuring KPIs meet contractual commitments through active mentoring and timely feedback.

You will oversee attendance, implement disciplinary actions when needed, and provide escalation support while promoting Concentrix values and a collaborative team environment.