Team Lead - Customer Experience & KPI Performance

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

Job summary

Concentrix is seeking a manager to supervise a group of call center associates in Metro Manila. You will monitor attendance, coach performance weekly, and take corrective actions as needed to meet KPIs and financial targets.

You will lead team meetings, communicate expectations, and stay updated on internal processes. The role emphasizes promoting Concentrix values and supporting team members in a dynamic environment.

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 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 is seeking a manager to supervise a group of call center associates in Metro Manila. You will monitor attendance, coach performance weekly, and take corrective actions as needed to meet KPIs and financial targets.

You will lead team meetings, communicate expectations, and stay updated on internal processes. The role emphasizes promoting Concentrix values and supporting team members in a dynamic environment.