Team Leader for Bacolod

Concentrix; Bacolod; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix in Bacolod, Philippines, seeks an experienced supervisor to oversee a group of call center associates, monitor attendance and performance, and coach the team to meet weekly KPIs.

The role requires strong written and verbal communication, ability to mentor staff, manage multitasking, and a willingness to work a flexible, onsite schedule in a dynamic customer service environment.

Qualifications

• Associate's degree required or preferred with 2–4 years of relevant experience
• Strong written and verbal communication skills
• Ability to mentor, coach and provide direction to a team
• Willingness to work a flexible schedule
• Onsite setup for Bacolod

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring
• Coach direct reports on performance to meet KPIs weekly
• Identify performance issues and develop action plans for improvement
• Ensure service levels meet contractual KPIs and financial expectations
• Communicate expectations and provide timely updates to the team
• Provide subject matter expertise in handling escalated calls as needed
• Conduct team meetings and organize team activities
• Stay current on internal processes and policy requirements
• Promote Concentrix values and advocate for team members

Skills

Communication

Leadership

Coaching

Time management

Education

Associate's degree

Job description

• Associate's degree in related field with two to four years of relevant experience preferred
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal
• Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach and provide direction to a team of employees
• Willingness to work a flexible schedule
• Onsite setup for Bacolod

Essential Functions/Core 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 Key Performance Indicator ('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