Work Location: OTC, Antipolo (Onsite)
Schedule: Night Shift
Employment Type: Probationary (Full-Time)
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 Type: Full-time
Work Location: In person
Report job