Team Leader for Iloilo

Concentrix; Iloilo City; On-site; PHP 350,000 - 550,000; Full time

Job summary

Concentrix Iloilo City is seeking a supervisor to lead a team of call center associates on-site. You will monitor attendance, coach staff, and ensure delivery of services in line with contractual KPIs and quality standards.

The ideal candidate has an Associate degree with 2–4 years of relevant experience, strong communication skills, and the ability to mentor and develop team members while managing schedules and priorities in a fast-paced environment.

Qualifications

• Associate degree with 2–4 years relevant experience preferred.
• Motivated individual capable of coaching team members.
• Strong written and verbal communication skills.
• Ability to lead multi-tasking team and meet timelines.

Responsibilities

• Supervise a group of call center associates including attendance monitoring.
• Coach direct reports to achieve weekly performance metrics.
• Identify performance issues and implement improvement actions, up to termination.
• Ensure KPIs and financial expectations are met.
• Communicate expectations and provide timely updates.
• Handle escalated customer calls as needed.
• Conduct team meetings and organize team activities.
• Stay current on internal processes and participate in manager training.
• Promote Concentrix values and support team members.

Skills

Team leadership

Coaching

Communication

Prioritization

Mentoring

Education

Associate's degree or equivalent

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 Iloilo
• Background in Healthcare is preferred.

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