Team Leader - CX Coaching & Performance

Concentrix Philippines

Pasay

On-site

PHP 446,000 - 603,000

Full time

4 days ago

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Job summary

Concentrix Philippines is seeking a capable Team Leader to supervise a group of call center associates in Metro Manila. You will coach reports, monitor attendance, and drive performance to meet KPIs and financial targets.

You’ll identify issues, implement corrective actions, and lead weekly team meetings while promoting Concentrix values and ensuring timely communications. The ideal candidate has an Associate's degree, 2–4 years in a related role, and at least 1 year of team-leading experience.

Qualifications

Associate's degree in related field with two to four years of relevant experience preferred.
Willing to work onsite.
Strong communication skills, both written and verbal.
Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverables.
Experience as a Team Leader for at least a year.

Responsibilities

Oversee day-to-day supervision of a group of call center associates and monitor attendance in line with policies and laws.
Coach direct reports regularly to ensure performance metrics are met weekly.
Identify performance issues, develop action plans, implement corrective actions up to termination as needed.
Ensure service levels and KPIs meet contractual and financial expectations.
Communicate expectations clearly and provide timely updates to the team.
Handle escalated calls as needed and provide SME guidance.
Conduct team meetings and organize team activities to maintain engagement and information flow.
Stay current on internal processes and policies; participate in manager development training.
Promote Concentrix values through behavior and advocacy for team members.