Team Lead

Responsible for supporting the customer care manager in leading the customer care team, delivering a world-class customer experience and delighting our customers, clients and business partners at every touch point

• Participating in the recruitment and selection of customer care team members
• Providing training, coaching, development, mentoring and leadership to customer care team members
• Assisting the customer care team to meet and exceed customer care objectives and key metrics on a daily basis, as set by the Customer Care Manager
• Developing and maintaining a close working relationship with the operations, content and buying teams to solve day to day customer purchase and delivery issues
• Resolving team member customer escalations
• Conducting regular calibration sessions as guided by the Customer Care Manager
• Preparation and interpretation of daily reports
• Daily stand-up with the team to review previous days results for improvement analysis to be executed in current day
• Actively manage daily workforce planning and task allocations to ensure daily KPIs are met
• Ensure triage is cleared at the beginning and end of every day
• Manage the phones to ensure we have an answer rate of less than 1 minute and less than 5% of abandoned calls
• Performance improvement of any under-performing employees
• Daily contact with the Customer Care Manager to report on daily results and plan for the following day
• Adhoc duties as requested by the Customer Care Manager

• Bachelor's/College Degree in any field
• Minimum 3 years previous experience as a Team Leader in a customer service, , preferably in a retail and ecommerce environment
• Strong interest and/or knowledge and qualifications in furniture, homewares or interiors
• Excellent verbal and written English communication skills
• Experience in Philippine Labour, coaching and mentoring, and staff training
• Experience in forecasting and workforce management
• Must have good leadership skills and characteristics 
• Must be able to come into the team and make solid headway in the process and operations
• Must be capable of bringing new skills and fresh ideas to the team
• Commitment to service and a flexible can-do attitude to respond to business needs
• Detail-oriented and able to multitask with strong administrative and organisational skills
• Self-starter who is energetic, enthusiastic and driven
• Able to work independently and as part of a team
• Must be willing to work in Bonifacio Global City, Taguig City, early morning shift

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.