Service Team Lead — KPI Coaching & Team Performance

Concentrix; Quezon City; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and drive accountability to meet KPIs.

The role emphasizes day-to-day supervision, coaching, and escalation handling while ensuring service quality and adherence to company policies. Strong communication and leadership skills are essential for success in this role.

Qualifications

• Associate's degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Strong communication skills, both written and verbal.
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable.
• Ability to mentor, coach and provide direction to a team of employees.
• Willingness to work a flexible schedule.

Responsibilities

• Supervise day-to-day of call center associates including attendance monitoring in accordance with policy and legal requirements.
• Coach direct reports regularly to ensure performance metrics are achieved weekly.
• Identify performance issues and develop an action plan for improvement, including corrective action up to termination.
• Ensure service meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct team meetings to share information and organize team activities.
• Stay current on internal processes and attend manager development training.
• Promote Concentrix values through behavior and attitude.

Skills

Team leadership

Coaching

Communication

Performance management

Multi-tasking

Mentoring

Education

Associate's degree in related field

Job description

Concentrix in the Philippines is seeking a Team Leader, Operations to supervise a group of call center associates, coach performance, and drive accountability to meet KPIs.

The role emphasizes day-to-day supervision, coaching, and escalation handling while ensuring service quality and adherence to company policies. Strong communication and leadership skills are essential for success in this role.