Team Leader, Operations

Concentrix; Quezon City; On-site; PHP 391,000 - 580,000; Full time

Job summary

Concentrix in the Philippines is seeking a Team Leader to supervise a group of call center associates and monitor attendance in line with company policy and legal requirements. You will coach direct reports to ensure performance against KPIs and manage escalated calls when needed.

You will schedule team activities, conduct regular performance reviews, and stay updated on internal processes. A flexible schedule is required to support operations and training initiatives.

Qualifications

• Associate's degree or equivalent with 2–4 years of relevant experience preferred.
• Experience in supervising or leading a call center team is desirable.
• Strong communication and coaching skills with the ability to manage performance to KPI targets.

Responsibilities

• Supervise a group of call center associates including work and attendance monitoring per organization policy and legal requirements.
• Coach direct reports on performance regularly to ensure KPIs are achieved.
• Identify performance issues, develop action plans, and implement corrective actions up to termination when required.
• Ensure service levels meet contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.
• Conduct team meetings and organize team activities to maintain open communication.
• Stay current on internal processes, policies, and procedures; attend required training.
• Promote Concentrix values through behavior and attitude and advocate for team members.
• Handle escalated customer calls as needed.

Skills

Team leadership

Performance coaching

Strong communication

Multi-tasking & prioritization

Education

Associate's degree or equivalent

Job description

Essential Functions/Core ResponsibilitiesResponsible 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 requirementsEffectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weeklyIdentify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employmentEnsure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectationsCommunicate expectations to employees and provide timely updatesProvide subject matter expertise in handling escalated customer calls as neededConduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activitiesStay current on internal work processes, policies and procedures. Attend required manager development trainingPromote the Concentrix values through both behavior and attitude, including being an advocate for team membersCandidate ProfileAssociate's degree in related field with two to four years of relevant experience preferredHighly motivated individual with skills to develop and coach team members to achieve performance expectationsWork well under pressure and follow through on items to completionStrong communication skills, both written and verbalAbility to lead team in multi-tasking, prioritization, and meeting timelines on deliverableAbility to mentor, coach and provide direction to a team of employeesWillingness to work a flexible scheduleCareer Level DescriptionReceives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments. Coordinates and supervises the daily activities of business or technical support or production team members. In charge of handling single and medium-sized line of business. Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager. Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues. Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.<< Philippines ONLY, Additional Description >>Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is madeExercises independent judgment and discretion in the performance of the said main function as a means to implement management policiesExercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associatesStay current on internal work processes, management policies and procedures and ensures implementation of the same Implement management policiesSupport and manage the program together with other Team Leaders and ManagersProviding input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirementsManage team members on their performance on a regular basis, and write and deliver performance appraisal.The Team Leader’s role is a managerial level position, a position reposed with trust and confidence.DisclaimerThe above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.