Team Leader – E-Commerce Account

2 days ago

Cebu City, Central Visayas, Philippines Planas chuliganas Full time $40,000 - $60,000 per year

We are seeking an experienced Team Leader to manage and drive performance for our e-commerce account. The ideal candidate will have strong leadership skills, proven expertise in e-commerce operations, and a deep understanding of the industry. This role requires balancing operational excellence with customer satisfaction, while coaching and motivating a team to consistently deliver top results.

What We're Looking For:

  • People & Performance Management
  • Lead, coach, and develop a team of customer support agents handling chats, emails, and tickets for a fashion e-commerce account.
  • Monitor daily, weekly, and monthly KPIs ( CSAT, Quality, SLA adherence, etc.) to ensure team performance meets or exceeds targets.
  • Conduct regular performance reviews, feedback sessions, and action plans for underperforming agents.
  • Foster a positive and collaborative work environment that motivates the team.
  • Client & Business Management
  • Act as the point of contact for client updates, reporting, and escalations.
  • Prepare and present performance reports, highlighting insights, trends, and recommended improvements.
  • Align team performance with client expectations and brand voice, ensuring consistent customer experience.
  • Support business growth initiatives such as upselling opportunities, cross-sell strategies, and improving customer loyalty.
  • E-Commerce Expertise
  • Maintain up-to-date knowledge of the fashion industry, including sizing standards, materials, trends, and return/exchange policies.
  • Guide the team in addressing customer inquiries related to product fit, styling, stock availability, order status, returns, and refunds.
  • Ensure adherence to e-commerce best practices, data security, and compliance standards.
  • Education & Experience
  • Bachelor's degree in Business Administration, Communications, Business Management, or related field (preferred).
  • Minimum 2–3 years of leadership experience in a BPO, e-commerce, or retail operations environment.
  • Previous experience managing an e-commerce account is highly preferred.
  • Skills & Competencies
  • Strong leadership, coaching, and conflict management skills.
  • Excellent communication skills (written and verbal).
  • Analytical mindset with ability to interpret data and drive performance improvements.
  • Strong organizational and multitasking skills with keen attention to detail.

Work Environment & Schedule

  • Shifting schedules, including weekends and holidays, based on e-commerce operational demands.
  • Onsite work arrangement depending on account requirements.
  • Fast-paced environment with high focus on peak shopping seasons (sales campaigns, holiday rush).

What We Offer:

  • A dynamic and supportive work environment in an international BPO
  • Competitive salary package with performance-based incentives
  • HMO coverage, statutory benefits, 13th month pay, and additional allowances
  • 12 working days of paid time off annually

Apply now and grow with us

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