Team Leader for Tera (Healthcare)

Concentrix; Pasig; On-site; PHP 469,000 - 725,000; Full time

Job summary

Concentrix in Pasig is seeking a Team Lead to supervise call center associates, monitor attendance, and drive performance against KPIs. The role emphasizes coaching, mentoring, and ensuring timely delivery of service commitments. A background in healthcare and onsite operations support are valued.

The ideal candidate will lead by example, manage multifaceted tasks, and promote Concentrix values while maintaining schedule flexibility and adherence to policies.

Qualifications

• Strong communication skills, both written and verbal.
• Ability to mentor, coach and provide direction to a team of employees.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Willingness to work a flexible schedule.
• Onsite setup for Tera.
• Background in Healthcare is preferred.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring per policy and law.
• Coach direct reports on performance to meet weekly metrics.
• Identify performance issues, develop action plans and implement corrective action up to termination.
• Ensure service levels meet KPIs and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated calls as needed.
• Conduct Team Meetings for clear communication and activity planning.

Skills

Team leadership

Communication

Coaching

Multitasking

Mentoring

Education

Associate's degree in related field

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 Tera
• 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