Team Leader for Nuvali (Healthcare)

Concentrix; Laguna; On-site; PHP 279,000 - 502,000; Full time

Job summary

Concentrix Philippines is seeking a supervisor to manage a group of call center associates onsite in Nuvali. You will monitor attendance, coach performance, and drive delivery of KPI targets while mentoring team members and promoting a compliant, customer‑focused environment.

Ideal candidates will hold an associate degree and bring experience in healthcare settings, with strong communication and leadership capabilities. Flexibility in schedule and onsite work are required.

Qualifications

• Associate's degree in related field preferred.
• Experience leading a call center team.
• Healthcare background preferred.

Responsibilities

• Oversee day‑to‑day supervision of a group of call center associates and monitor attendance.
• Coach direct reports regularly to ensure performance metrics are met.
• Identify performance issues and develop action plans for improvement, up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise for escalated calls as needed.
• Conduct team meetings to share information and gather input.
• Stay updated on internal processes and participate in manager development training.

Skills

Communication skills

Team leadership

Coaching & mentoring

Time management

Flexibility

Education

Associate 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 Nuvali
• 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