Team Leader (Seasonal)

Concentrix; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

Concentrix in Metro Manila is seeking a take-charge Call Center Supervisor to oversee a group of associates, monitor attendance and performance, and coach direct reports to meet weekly KPIs. You will implement corrective actions, escalate issues, and communicate expectations while maintaining service quality and adherence to policies. Lead team meetings and stay current with processes and training.

Qualifications

• Experience supervising call center associates.
• Knowledge of KPIs and service levels.
• Ability to implement corrective actions and coach performance.

Responsibilities

• Oversee day-to-day supervision of a group of call center associates.
• Coach direct reports to improve performance and meet weekly metrics.
• Identify performance issues and develop action plans for improvement, up to termination.
• Ensure service levels and KPIs meet contractual and financial targets.
• Communicate expectations and provide timely updates to staff.
• Handle escalated customer calls as needed and provide SME guidance.
• Lead team meetings and organize team activities for effective communication.
• Stay updated on internal processes and participate in required management training.
• Promote company values and advocate for team members.

Skills

People management

Coaching

Performance management

Communication

Job description

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 achievedat 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