Team Leader for Cebu

Concentrix; Cebu City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Concentrix in Cebu City, Philippines, is seeking a Team Leader to supervise call center associates onsite. The role emphasizes coaching, performance management, and ensuring KPIs are met. Strong communication skills are essential, with a willingness to mentor a team and work a flexible schedule.

The ideal candidate has an Associate's degree and 2–4 years of related experience, with a proven ability to lead and develop others in a fast-paced environment.

Qualifications

• Associate's degree required or preferred in related field.
• 2–4 years of relevant experience preferred.
• Strong coaching and mentorship abilities.
• Excellent written and verbal communication skills.
• Ability to lead a team in multi-tasking and meeting deadlines.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates.
• Coach direct reports to improve performance against KPIs weekly.
• Identify performance gaps and implement action plans.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Provide SME guidance on escalated customer calls as needed.
• Lead team meetings and organize daily and weekly activities.
• Stay updated on internal processes and complete required trainings.
• Promote Concentrix values and support team members' development.

Skills

Team leadership

Communication skills

Mentoring/coaching

Time management

Flexible schedule adaptability

Education

Associate's degree in related field

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 Cebu FCC site.
• With atleast 1 year Team Leader experience.

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