Team Lead

Concentrix; Quezon City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Concentrix in Quezon City, Philippines, seeks an experienced Call Center Supervisor to oversee a group of associates, monitor attendance, and coach on performance metrics. The role emphasizes achieving KPIs and maintaining strong customer service standards.

You will ensure adherence to policies, communicate updates, and participate in required manager development training while promoting the Concentrix values across the team.

Qualifications

• Experience supervising a call center team and monitoring attendance.
• Ability to coach direct reports to meet performance metrics weekly.
• Identify performance issues and implement corrective actions as needed.
• Strong focus on meeting contractual KPIs and financial targets.

Responsibilities

• Responsible for day-to-day supervision of a group of call center associates, including work and attendance monitoring.
• Coach direct reports on performance regularly to ensure metrics are achieved weekly.
• Identify performance issues and develop and implement corrective actions up to termination if necessary.
• Ensure service delivered meets contractual KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide expertise in handling escalated customer calls as needed.
• Conduct team meetings and organize team activities for effective communication.
• Stay updated on internal processes, policies and procedures and attend manager development training.
• Promote Concentrix values through behavior and advocacy for team members.

Skills

People supervision

Coaching

KPIs management

Communication

Policy compliance

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