Team Lead

Concentrix; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in Philippines is seeking a frontline supervisor to lead a group of call center associates, ensuring adherence to work schedules, attendance policies, and legal requirements.

You will coach performance weekly, address issues, and drive KPIs, while providing SME support on escalated calls and coordinating team meetings.

Join a results-driven environment where you promote Concentrix values and help teammates grow through development training and open communication.

Qualifications

• Experience supervising call center associates.
• Ability to coach on performance and drive metrics weekly.
• Ability to identify performance issues and implement corrective actions.
• Ensure service levels meet KPIs and contractual targets.
• Effective communication and team leadership.

Responsibilities

• Supervise a group of call center associates, monitor work and attendance per policy and law.
• Coach direct reports regularly to ensure performance metrics are met weekly.
• Identify performance issues, develop improvement plans, implement corrective actions up to termination.
• Ensure customer service meets contractual KPIs and financial targets.
• Clearly communicate expectations and provide timely updates.
• Provide SME support for escalated customer calls.
• Conduct team meetings for quick info sharing and plan team activities.
• Stay updated on processes and policies; attend required manager training.
• Promote Concentrix values and advocate for the team.

Job description

Essential Functions/Core 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 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