Team Leader, Operations

Concentrix; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

A major call center company is seeking a Team Leader to supervise and coach call center associates in Clark, Pampanga. The ideal candidate has 1-3 years of team leadership experience, particularly in Telco and Sales. Responsibilities include managing performance metrics, ensuring service quality, and promoting company values. Competitive compensation and career growth opportunities are offered.

Benefits

Day 1 HMO

Competitive Compensation

Career Growth

Qualifications

• 1-3 years of experience as a Team Leader.
• Knowledgeable in managing NPS or CSAT and AHT, Conversion metrics.
• Ability to mentor, coach, and provide direction to a team.

Responsibilities

• Supervise call center associates and monitor work and attendance.
• Coach team members to achieve performance metrics.
• Identify performance-related issues and implement corrective actions.
• Ensure service meets contractual KPIs and financial expectations.
• Conduct team meetings and promote Concentrix values.

Skills

Team Leadership

Telco Experience

Sales Experience

Coaching

Performance Metrics Management

Flexibility

Job description

Candidate Profile:

• With at least 1-3 years of experience as a Team Leader
• With Telco and Sales experience.
• Amenable to work onsite in Clark, Pampanga, Philippines
• Knowledgeable in managing NPS or CSAT and AHT, Conversion metrics
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule

What's in it for you?

• Day 1 HMO
• Competitive Compensation
• Career Growth

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
• Identify performance-related issues, develop an action plan for improvement, and 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.