2025 Delivery Operations GVPAD – Team Leader

Philippines Job Id R1560514 Posted Date 01/15/2025 External
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  • PHL Quezon City
Job associated with 2 categories
  • Operations
  • Contact Center
JOB DESCRIPTION

Job Title:

2025 Delivery Operations GVPAD – Team Leader

Job Description

Update as of Jan 15, 2025: We are actively hiring for the following sites: Team Leaders for:
1. Alabang (Telco Sales)
2. Bridgetowne QC (Airlines/Travel Accounts)
3. Makati (Automotive)

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 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

  

Candidate Profile 

  • Associate's degree in related field with two to four years of relevant experience preferred
  • Highly motivated individual with skills to develop and coach team members to achieve performance expectations
  • Work well under pressure and follow through on items to completion
  • Strong communication skills, both written and verbal
  • Ability to lead team in multi-tasking, prioritization, and meeting timelines on deliverable
  • Ability to mentor, coach and provide direction to a team of employees
  • Willingness to work a flexible schedule

   

Career Level Description 

Receives assignments in tasks oriented terms and supervises subordinates to set priorities and complete assignments.  Coordinates and supervises the daily activities of business or technical support or production team members.  In charge of handling single and medium-sized line of business.  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager.  Drives direct reports to achieve set metrics and business goals thru coaching, mentoring and providing regular feedback. Typically does not spend more than 20% of time performing the work supervised. Handles escalated issues.  Supervises non-exempt employees who generally perform either a single task or multiple, but closely related tasks.

<< Philippines ONLY, Additional Description >> 

  • Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made
  • Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies
  • Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations of call center associates
  • Stay current on internal work processes, management policies and procedures and ensures implementation of the same Implement  management policies
  • Support and manage the program together with other Team Leaders and Managers  
  • Providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements
  • Manage team members on their performance on a regular basis, and write and deliver performance appraisal. 
  • The Team Leader’s role is a managerial level position, a position reposed with trust and confidence. 

Disclaimer  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Location:

PHL Quezon City - Tera Tower 16th Floor

Language Requirements:

Time Type:

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Hi, we’re Concentrix.

We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. So naturally, we're committed to creating game-changing career journeys that power our people towards greater opportunities and brighter futures.

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