Team Leader for Naga (Healthcare)

Concentrix; Naga; On-site; PHP 360,000 - 480,000; Full time

Job summary

Concentrix is seeking an experienced supervisor for onsite operations in Naga, Philippines. You will oversee a group of call center associates, coaching performance, monitoring attendance, and ensuring KPIs and contractual metrics are met.

You will mentor, lead, and develop the team while managing priorities and schedules. The role requires strong written and verbal communication, ability to multitask, and a willingness to work a flexible schedule.

Qualifications

• Essential: Associate's degree in related field with 2–4 years of relevant experience.
• Strong communication skills, both written and verbal.
• Ability to lead a team in multitasking, prioritization, and meeting timelines on deliverables.
• Willingness to work a flexible schedule.
• Onsite setup for Naga.
• Background in Healthcare is preferred.

Responsibilities

• Supervise a group of call center associates including attendance monitoring.
• Coach direct reports on performance to achieve KPIs weekly.
• Identify performance issues and implement corrective action up to termination.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to staff.
• Provide subject matter expertise for escalated calls as needed.
• Conduct team meetings and organize team activities.
• Stay updated on internal processes and policies; attend manager development training.
• Promote Concentrix values and support team members.

Skills

Leadership

Coaching

Communication

Team management

Multitasking

Mentoring

Flexible schedule

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 Naga
• 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