Team Leader

Concentrix; Cagayan de Oro; On-site; PHP 400,000 - 650,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader responsible for day-to-day supervision of a call center team, ensuring performance meets client and quality standards through coaching, motivation, and accountability. You will provide weekly feedback, develop improvement plans, and maintain process knowledge, while promoting Concentrix values and a culture of accountability and continuous improvement.

The role requires flexible scheduling and strong communication, with the ability to

Qualifications

• Minimum 1–2 years' experience as Team Leader or equivalent.
• Airline/Travel account is an advantage but not required.
• Demonstrated ability to coach, develop, and motivate employees to achieve performance objectives.
• Strong problem-solving and decision-making skills with the ability to work effectively under pressure.

Responsibilities

• Supervise the daily activities of a team of call center associates, including work allocation and attendance monitoring.
• Provide regular coaching and performance feedback to direct reports on a weekly basis.
• Identify performance-related issues, develop improvement plans, and implement corrective actions.
• Ensure service delivery meets contractual KPIs, quality standards, and financial expectations.
• Communicate performance expectations and operational updates in a timely manner.
• Serve as a subject matter expert and assist with escalated customer concerns.

Skills

Team leadership

Coaching & mentoring

Performance management

Communication skills

Problem solving

Data analysis

Flexible scheduling

Job description

The Team Leader is responsible for the day-to-day supervision and management of a team of call center associates, exercising independent judgment and discretion to implement organizational policies and achieve business objectives. This role ensures team performance meets established operational, client, and quality standards through effective coaching, motivation, performance management, and accountability.

Candidate Profile

• With at least 1-2 ears of experience as Team Leader or equivalent
• Airline/Travel account is an advantage but not required
• Demonstrated ability to coach, develop, and motivate employees to achieve performance objectives.
• Strong problem-solving and decision-making skills with the ability to work effectively under pressure.
• Excellent written and verbal communication skills.
• Proven ability to manage multiple priorities while meeting deadlines and operational objectives.
• Ability to mentor, coach, and provide direction to a team of employees.
• Strong organizational and interpersonal skills.
• Ability to analyze performance data and implement improvement plans.
• Willingness to work a flexible schedule based on business needs.

Essential Functions / Core Responsibilities

• Supervise the daily activities of a team of call center associates, including work allocation, attendance monitoring, and adherence to company policies and applicable legal requirements.
• Provide regular coaching and performance feedback to direct reports, at a minimum on a weekly basis, to ensure achievement of key performance metrics.
• Identify performance-related issues, develop improvement plans, and implement corrective actions, up to and including termination of employment, when necessary.
• Ensure service delivery consistently meets contractual Key Performance Indicators (KPIs), quality standards, and financial expectations.
• Communicate performance expectations, organizational updates, and operational changes in a timely and effective manner.
• Serve as a subject matter expert and assist with the resolution of escalated customer concerns as needed.
• Conduct regular team meetings to communicate relevant information, gather feedback, and foster employee engagement.
• Plan, coordinate, and facilitate team-building and recognition activities.
• Maintain current knowledge of internal processes, policies, procedures, and client requirements.
• Participate in required leadership and management development programs.
• Promote Concentrix's values through actions and behaviors while serving as an advocate for team members.
• Drive a culture of accountability, collaboration, customer focus, and continuous improvement.

Disclaimer

The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel within this job classification.