Team Leader for Eton (Fraud)

Concentrix; Quezon City; On-site; PHP 360,000 - 600,000; Full time

Job summary

Concentrix in Quezon City is seeking a supervisor to lead a team of call center associates onsite at Eton Centris. You will coach performance, monitor attendance, and ensure delivery against contractual KPIs.

Ideal candidates hold an associate degree and have at least 1 year of risk operations experience, with strong mentoring and communication skills. Flexibility in scheduling is required to support operations.

Qualifications

• Associate's degree in related field with 2–4 years of relevant experience preferred.
• Motivated to develop and coach team members to meet performance expectations.
• Ability to lead a team in multi-tasking and meet timelines.
• Strong written and verbal communication skills.
• Ability to mentor and direct a team of employees.
• Willingness to work a flexible schedule.
• Onsite setup for Eton Centris (Quezon City).
• At least 1 year of experience in risk operations (fraud, AML, trust & safety).

Responsibilities

• Supervise a group of call center associates and monitor attendance per policy.
• Coach direct reports regularly to achieve performance metrics weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure service meets KPIs and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Provide subject matter expertise for escalated calls as needed.
• Conduct team meetings to share information; organize team activities.
• Stay current on internal processes and participate in required manager training.

Skills

Coaching

Team leadership

Multi-tasking

Prioritization

Meeting deadlines

Mentoring

Flexible schedule

Communication skills

Risk operations

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 Eton Centris (Quezon City)
• With at least 1 year experience in risk operations (fraud, AML, trust & safety)

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