Team Leader for Cebu (Financial Account)

Concentrix; Cebu City; On-site; PHP 279,000 - 502,000; Full time

Job summary

Concentrix Cebu FCC site is seeking an Associate Team Leader to supervise a group of call center associates, monitor attendance, and ensure performance metrics are met. This role requires onsite work and a proactive mindset to coach team members.

You will lead daily meetings, enforce processes, escalate issues, and promote Concentrix values while driving timelines and KPI attainment through mentorship and clear communication.

Qualifications

• Supervise a group of call center associates and monitor attendance
• Coach direct reports to meet weekly performance metrics
• Identify performance issues and implement corrective action
• Ensure service levels meet KPIs and contractual expectations
• Lead team meetings and communicate requirements clearly
• Promote company values and provide direction to the team

Responsibilities

• Oversee day-to-day supervision of call center associates
• Coach performance regularly to achieve metrics
• Develop action plans for underperformance and missing deadlines
• Ensure KPIs and financial targets are met
• Provide escalation handling and subject-matter expertise
• Conduct team meetings and organize activities
• Stay updated on internal processes and training requirements
• Advocate for team members and promote positive behavior

Skills

Team Leadership

Coaching

Communication

Multi-tasking

Mentoring

Onsite Work

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