Sales Support Team Lead

Concentrix; Pasig; On-site; PHP 400,000 - 700,000; Full time

Job summary

Concentrix in Pasig, Philippines is seeking a skilled Call Center Supervisor to lead a group of associates, manage day-to-day operations, and monitor attendance in line with company policy. You will coach on performance to meet KPIs, identify issues, implement action plans, and handle escalations.

The role requires communication of expectations and ongoing participation in manager development training. The position emphasizes delivering high-quality service while upholding Concentrix values and

Responsibilities

• Responsible for the day-to-day supervision of a group of call center associates, including work and attendance monitoring.
• Coach direct reports on their performance on a regular basis to ensure metrics are achieved weekly.
• Identify performance issues, develop an action plan for improvement, and implement corrective action up to 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.

Job description

• 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