Team Leader, Call Center Ops — Flexible Schedule

Concentrix CVG Philippines, Inc.; Laguna; On-site; PHP 446,000 - 625,000; Full time

Job summary

Concentrix CVG Philippines, Inc. is seeking a Team Leader for Nuvali to supervise a group of call center associates and ensure KPI targets are met. You will coach the team, monitor attendance, and implement corrective actions as needed.

You will also lead team meetings, coordinate activities, and provide subject matter support on escalated calls while maintaining adherence to policies and procedures in a fast-paced environment.

Qualifications

• Associate's degree required or related field.
• Strong written and verbal communication skills.
• Ability to lead and coach a team to meet performance targets.

Responsibilities

• Supervise a group of call center associates daily, monitor attendance and adherence to policy.
• Provide coaching and feedback to drive KPI performance on a weekly basis.
• Identify performance gaps, create action plans, and implement corrective actions up to termination.
• Ensure service levels and KPIs meet contractual and financial targets.
• Communicate expectations and provide timely updates to the team.
• Handle escalated calls and provide SME guidance as needed.
• Lead team meetings and organize team activities; stay current on processes and policies.
• Support development and training of team members; participate in performance reviews.

Skills

Coaching

Team leadership

Communication

Multitasking

Mentoring

Education

Associate's degree

Job description

Concentrix CVG Philippines, Inc. is seeking a Team Leader for Nuvali to supervise a group of call center associates and ensure KPI targets are met. You will coach the team, monitor attendance, and implement corrective actions as needed.

You will also lead team meetings, coordinate activities, and provide subject matter support on escalated calls while maintaining adherence to policies and procedures in a fast-paced environment.