Urgent| Team Leader for Quezon City Sites

Concentrix; Quezon City; On-site; PHP 558,000 - 781,000; Full time

Job summary

Concentrix is seeking a Team Leader to oversee a group of call center associates in a fast-paced environment. The role focuses on directing day-to-day operations, coaching team members, and ensuring performance against KPIs and contractual targets.

You will also manage attendance, apply disciplinary actions when necessary, and handle escalated customer calls as needed. Regular team meetings and adherence to company policies are essential.

Qualifications

• Ability to manage a group of call center associates and drive performance metrics.
• Experience handling consumer electronics brands or technical accounts is preferred.
• Strong coaching and accountability to meet KPIs and contractual targets.
• Experience in supervising attendance and implementing disciplinary actions when needed.
• Ability to conduct team meetings, communicate expectations, and stay updated on process changes.

Responsibilities

• Supervise day-to-day activities of call center associates.
• Provide coaching and feedback to improve performance and achieve KPIs.
• Monitor attendance and adherence to policy; take disciplinary actions as needed.
• Handle escalated customer calls as subject matter expert when required.
• Communicate expectations and updates to team; organize regular team meetings.

Skills

People management

Coaching

Performance management

Attendance monitoring

Call center operations

Escalation handling

Disciplinary process

Team leadership

Client/brand experience

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.