Team Leader for Giga

Concentrix Philippines; Pasig; On-site; PHP 335,000 - 558,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, ensuring attendance and adherence to policies. You will coach direct reports weekly to meet performance metrics and implement action plans as needed.

You will also ensure service levels align with KPIs, communicate expectations, handle escalations, and lead team meetings while staying current on processes and participating in development training.

Qualifications

• Supervises a group of call center associates daily.
• Coaches performance to meet targets weekly.
• Develops improvement plans and can invoke corrective actions.
• Ensures KPIs and financial targets are met.
• Communicates expectations and provides updates.
• Handles escalated customer calls as needed.
• Leads team meetings and organizes activities.
• Keeps updated on policies and participates in manager training.

Responsibilities

• Supervise day-to-day operations of a call center team.
• Coach team members to achieve performance metrics.
• Identify and address performance issues with action plans.
• Ensure service levels meet contractual KPIs and financial targets.
• Communicate expectations and provide timely updates to the team.
• Manage escalations and provide SME support on calls as needed.
• Lead regular team meetings and organize team activities.
• Stay current on internal policies and procedures and complete manager development training.

Skills

People management

Coaching and development

Team leadership

Strong communication

Performance coaching

Multitasking

Education

Associate's degree in related field

Job description

It's time to ELEVATE YOUR GAME! Dive in and Unleash your Full Potential with Concentrix's SUPPORT AND LEADERSHIP TEAM! Join the ranks of the Elite Talents at the Forefront of a Global CX and Tech Services Industry. But that's not all - you'll also be a part of our squad, a team that will have your back as you Hustle your Way to the Top, Supporting you every Step of the Way on your Epic Journey. Make you Move and Embrace this Next-Level Opportunity! #JoinConcentrix

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

Candidate Profile

• Associate's degree in related field with two to four years of relevant experience preferred
• Wiling to work onsite
• 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
• With experience as a Team Leader for at least a year.

Career Level Description

• Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.
• Coordinates and supervises the daily activities of business or technical support or production team members.
• In charge of handling single and medium-sized line of business.
• Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.
• Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback.
• Typically does not spend more than 20% of time performing the work supervised.
• Handles escalated issues.
• Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

• Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made
• Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies
• Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates
• Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policies
• Support and manage the program together with other Team Leaders and Managers
• Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
• Manage team members on their performance on a regular basis, and write and deliver performance appraisal.
• The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.