Opportunity Description
Concentrix Quezon City, National Capital Region, Philippines
Job Title
GVPKP SNL Hiring
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.