Urgent| Team Leader for Quezon City Sites

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

Job summary

Concentrix is seeking a Team Leader to supervise a group of call center associates in day-to-day operations, providing coaching and accountability to meet performance targets. You will manage attendance, coach on performance, address issues with corrective actions, and ensure adherence to KPIs and contractual obligations.

You will handle escalated calls as needed, conduct regular team meetings, stay updated on processes, and promote Concentrix values across the team.

Qualifications

• Proven experience handling a Consumer Electronics Brand or Technical accounts.

Responsibilities

• Supervise day-to-day operations of call center associates and monitor attendance in line with policy and law.
• Coach direct reports on performance regularly to meet metrics.
• Identify performance issues and implement improvement plans, up to termination when necessary.
• Ensure service delivery meets contractual KPIs and financial expectations.
• Communicate expectations and provide timely updates to the team.

Skills

People management

Coaching

Performance management

KPIs

Escalation handling

Communication

Team leadership

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 Consumer Electronic Brand or Technical accounts.
• 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 at 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.