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Retail Operations Team Lead

3 weeks ago

Cebu City, Central Visayas, Philippines Cog Full time

At Cog, we are seeking a seasoned leader to join our team as an Retail Operations Team Lead. This is a mid-senior level, full-time position that will be responsible for providing frontline leadership support and management of call center operations.

The ideal candidate will have at least 5-7 years of experience in people management, with a proven track record of handling teams with a minimum of 100 FTEs. They will possess strong leadership skills, with the ability to translate client requirements into floor policies and activities.

In this role, you will work closely with the Director/Customer Services to implement and coordinate strategic and tactical plans to enhance operational and service performance. You will foster a collaborative relationship with internal and external business partners to ensure customer satisfaction and profitability.

Your key responsibilities will include meeting call center key performance indicators, maintaining a staff of capable Supervisors on the call center floor, and providing recruitment communication. You will also be responsible for coaching and developing Supervisor teams to maximize performance, leading and/or participating in project initiatives as assigned.

As a Retail Operations Team Lead at Cog, you will establish personal credibility with co-workers throughout the organization, partnering with Human Resources to recruit, interview, develop, and manage a high-caliber workforce with minimal turnover.