Team Leader for Makati

Concentrix; Makati; On-site; PHP 502,000 - 837,000; Full time

Job summary

Concentrix in Makati (ON-SITE) is seeking a capable supervisor to lead a group of call center associates. You will monitor attendance, coach performances, and drive KPI achievement while ensuring adherence to policy and regulatory requirements.

You will mentor team members, manage escalations, and foster Concentrix values in daily operations. Strong communication and leadership are essential for success in this role.

Qualifications

• Associate's degree in related field plus 2-4 years of relevant experience preferred.
• Strong written and verbal communication.
• Ability to lead a team in multi-tasking and meet timelines.
• Willingness to work a flexible schedule.
• Onsite setup at Makati ANE site.
• Background in financial or customer service accounts.

Responsibilities

• Oversee day-to-day supervision of call center associates, including attendance and work monitoring.
• Coach direct reports regularly to ensure performance metrics are met weekly.
• Identify performance issues and implement corrective actions up to termination.
• Ensure services meet KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Handle escalated customer calls as needed with SME guidance.
• Conduct team meetings and organize team activities for clear communication.
• Stay updated on internal processes and attend manager development training.
• Promote Concentrix values and act as an advocate for team members.

Skills

Communication skills

Team leadership

Coaching/mentoring

Multi-tasking

Flexible schedule

Onsite Makati

Financial/Customer service

Education

Associate's degree

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 ANE (Makati) site


• Background in Financial/Customer service account is required.

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