Team Lead Analyst

1 week ago

Manila, National Capital Region, Philippines Delight Dynamics Full time ₱900,000 - ₱1,200,000 per year

About The Role
We are seeking an
Analyst with a Team Lead Focus
to drive operational excellence, strengthen team performance, and optimize processes. In this role, you will combine technical expertise in CRM systems with leadership and mentorship skills, playing a key role in enhancing customer experiences and preparing for future supervisory responsibilities.

Location:
Remote (US-based preferred; qualified nearshore/offshore candidates welcome)

Engagement Type:
Full-Time

Reports To:
CEO

Key Responsibilities
Team Leadership & Mentorship

  • Act as the primary mentor for a team of Elevation Professionals and Specialists.
  • Lead weekly check-ins to review progress, address challenges, and set team priorities.
  • Provide structured coaching to support QA outcomes and skill development.
  • Serve as the escalation point for client or team challenges, ensuring timely resolution.

CRM Optimization & Management

  • Oversee deployment, configuration, and optimization of CRM platforms (Zendesk, Gorgias, Shopify).
  • Conduct regular audits of CRM workflows and implement efficiency-driven improvements.
  • Ensure seamless integrations with third-party tools (e.g., ShipStation, inventory systems).
  • Develop scalable solutions to streamline operations and reduce recurring issues.

Quality Assurance & Reporting

  • Lead QA evaluations and provide actionable feedback to uphold service standards.
  • Analyze QA data to identify performance trends, coaching opportunities, and process gaps.
  • Generate and present bi-weekly performance reports with insights and recommendations.
  • Establish benchmarks and monitor adherence to KPIs and organizational goals.

Process Development & Documentation

  • Create and maintain SOPs, workflows, and CRM configuration documentation.
  • Identify operational gaps and design scalable, practical solutions.
  • Build a knowledge-sharing framework to support team consistency and learning.

Training & Development

  • Design and deliver monthly training sessions on CRM best practices, QA, and customer experience.
  • Support onboarding to ensure quick ramp-up and smooth integration of new hires.
  • Facilitate workshops and collaborative sessions to encourage cross-team knowledge sharing.

Performance Metrics
Success in this role will be measured by:

  • Team Performance – QA improvements, team growth, and accountability.
  • CRM Efficiency – Reduction in recurring issues and streamlined workflows.
  • Customer Satisfaction – Positive trends in CSAT/NPS.
  • Training Effectiveness – Strong outcomes from post-training assessments and feedback.
  • Process Optimization – Documented improvements and quarterly optimization projects.

Expectations & Deliverables

  • Act as the primary team lead aligning team performance with company goals.
  • Deliver bi-weekly performance reports with actionable insights.
  • Maintain comprehensive CRM and process documentation.
  • Lead mentorship initiatives and monthly training sessions.
  • Drive at least one process optimization project per quarter.

Requirements

  • Proven expertise in CRM platforms (Zendesk, Gorgias, Shopify).
  • Strong analytical and problem-solving skills; data-driven approach.
  • Excellent communication and collaboration skills.
  • Demonstrated leadership and mentoring capabilities.
  • Commitment to continuous learning and operational improvement.

Additional Information

  • Duration: Ongoing, with quarterly performance reviews.
  • Location: Remote/Hybrid (US-based preferred, nearshore/offshore considered).
  • Reporting Line: Direct to CEO.

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