Work Location: OTC, Antipolo (Onsite)
Schedule: Night Shift
Employment Type: Probationary (Full-Time)
Salary Package: Php 25,000 - 30,000
About the Role
We are looking for a Team Leader to guide and support our eCommerce operations team. This role will manage daily operations, monitor team performance, ensure KPIs and SLAs are met, and collaborate closely with clients and internal teams to maintain excellent service delivery.
Key Responsibilities
- Manage a team of up to 20 staff.
- Oversee and review staff performance on a weekly, monthly, and annual basis.
- Monitor and manage internal metrics and client SLAs/KPIs.
- Participate in client and internal meetings, including Business Reviews (MBR, QBR, ABR).
- Analyze performance data and provide insights to operations and clients.
- Conduct audits, 1-on-1 coaching, team huddles, and feedback sessions.
- Implement corrective actions and monitor progress on performance or process gaps.
- Handle escalations and identify operational challenges.
- Coordinate with Operations Leadership and stakeholders for any issues affecting performance.
- Manage and assign tasks and workload among Intelegencia agents.
Qualifications
Required Skills:
- At least 1-2 years of experience leading a customer service or eCommerce team.
- Strong decision-making and leadership skills.
- Proficient in English (oral and written).
- Good interpersonal skills, able to explain complex issues clearly.
- Knowledge of performance metrics and reporting.
- Strong organizational and time management skills.
- Proficient in Microsoft Office (Outlook, Word, PowerPoint, Excel).
- Experience using CRM tools (Salesforce, Zendesk, Live Chat, etc.).
- Experience in coaching and staff development.
- Process improvement and risk identification skills.
Job Types: Full-time, Permanent
Pay: Php25,000.00 - Php30,000.00 per month
Benefits:
- Additional leave
- Company Christmas gift
- Flexible schedule
- Health insurance
- Life insurance
- Opportunities for promotion
- Paid training
- Pay raise
- Promotion to permanent employee
- Staff meals provided
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
Supplemental Pay:
- 13th month salary
- Overtime pay
Ability to commute/relocate:
- Antipolo City: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Team Leader: 1 year (Preferred)
- CRM software: 1 year (Preferred)
Willingness to travel:
- 100% (Required)
Work Location: In person