URGENT: Team Leader

Concentrix Philippines; Muntinlupa; In loco; PHP 600.000 - 900.000; Tempo pieno

Descrizione del lavoro

Concentrix Philippines is seeking a Team Leader to supervise a group of call center associates, drive performance, and ensure KPI targets are met. The role emphasizes coaching, accountability, and the ability to manage case escalations with sound judgment.

The successful candidate will lead daily operations, monitor attendance, and stay aligned with company policies while advocating for team members and providing timely feedback.

Competenze

• Must have proven experience handling case management and escalations.
• Ability to supervise call center associates day-to-day.
• Provide coaching, motivation, and accountability through disciplinary processes.
• Ensure compliance with KPIs and attendance metrics.
• Identify performance issues and implement corrective action, up to termination.

Mansioni

• Supervise a group of call center associates and monitor work and attendance.
• Coach direct reports on performance to meet or exceed KPI targets weekly.
• Handle escalated customer calls as needed with subject-matter expertise.
• Conduct regular team meetings and communicate expectations clearly.
• Stay updated on internal processes, policies, and required training.
• Promote the Concentrix values through positive leadership and advocacy for team members.

Conoscenze

Coaching

Case management

Escalations handling

Performance monitoring

Team leadership

Descrizione del lavoro

• Job Description

The Team Leader is responsible for Managing People through the day-to-day supervision of a group of call center associates and exercises independent judgment and discretion in the performance of the said main function to implement management policies. This position requires that the Team Leader ensures performance metrics are achieved by providing adequate coaching, motivation, and accountability through the disciplinary process.

• Must have proven experience handling a Case Management and Escalations.

• Responsible forthe 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.