Telco Call Center Team Leader - Coaching & KPI Performance

Concentrix Philippines; Mabalacat; On-site; PHP 391,000 - 558,000; Full time

Job summary

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates and drive performance toward contractual KPIs. The role requires coaching, motivation, and disciplined performance management to ensure service excellence on a Telco account.

You will monitor attendance, provide regular feedback, and lead team meetings while staying aligned with company policies. This position emphasizes leadership, accountability, and teamwork in a fast-paced environment.

Qualifications

• Experience leading a group in a call center environment.
• Proven ability to coach and develop staff.
• Familiar with handling Telco accounts and related metrics.
• Strong focus on meeting KPIs and contractual targets.

Responsibilities

• Supervise day-to-day operations of call center associates and monitor attendance.
• Coaching and accountability to ensure performance metrics are met.
• Handle escalated customer calls as needed and provide guidance to the team.
• Conduct regular team meetings and communicate policy updates.
• Stay current on internal processes and participate in manager development training.
• Promote company values and advocate for team members.
• Identify performance issues and implement corrective actions up to termination.

Skills

Team leadership

Call center experience

Coaching

Telco account experience

Performance management

Job description

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates and drive performance toward contractual KPIs. The role requires coaching, motivation, and disciplined performance management to ensure service excellence on a Telco account.

You will monitor attendance, provide regular feedback, and lead team meetings while staying aligned with company policies. This position emphasizes leadership, accountability, and teamwork in a fast-paced environment.