Team Leader, Call Center Performance & Coaching

Convergys; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Concentrix is seeking a Team Leader for UPA at UP Ayala TechnoHub area in Quezon City. The role oversees a group of call center associates, guides daily operations, and ensures service levels align with contractual KPIs while maintaining quality and customer satisfaction.

The ideal candidate holds an Associate's degree with 2-4 years relevant experience, demonstrates strong communication, coaching and leadership abilities, and can work a flexible schedule.

Qualifications

• Associate's degree and 2-4 years of relevant experience.
• Strong coaching and people management abilities.
• Excellent written and verbal communication.
• Ability to lead under pressure and meet timelines.

Responsibilities

• Supervise a group of call center associates and monitor attendance.
• Coach direct reports to achieve weekly performance metrics.
• Identify performance issues and implement corrective actions.
• Ensure KPIs and contractual financial targets are met.
• Communicate expectations and provide timely updates.
• Handle escalated calls and participate in team meetings.
• Schedule activities and stay updated on policies.
• Support program with other Team Leaders and Managers.

Job description

Concentrix is seeking a Team Leader for UPA at UP Ayala TechnoHub area in Quezon City. The role oversees a group of call center associates, guides daily operations, and ensures service levels align with contractual KPIs while maintaining quality and customer satisfaction.

The ideal candidate holds an Associate's degree with 2-4 years relevant experience, demonstrates strong communication, coaching and leadership abilities, and can work a flexible schedule.