Senior Call Center Team Lead & Performance Coach

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

Job summary

Concentrix in Makati is looking for a Call Center Supervisor to lead a group of associates, monitor attendance, and ensure adherence to organizational policies and legal requirements.

You will coach for performance, address issues, implement corrective actions, and ensure KPIs and contractual targets are met. This role emphasizes clear communication, teamwork, and ongoing process improvement.

Responsibilities

• 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 achieved at 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

Job description

Concentrix in Makati is looking for a Call Center Supervisor to lead a group of associates, monitor attendance, and ensure adherence to organizational policies and legal requirements.

You will coach for performance, address issues, implement corrective actions, and ensure KPIs and contractual targets are met. This role emphasizes clear communication, teamwork, and ongoing process improvement.