Operations Lead (Retail Account)

Position Description

As a Team Lead (Retail Account) at CGI (PHILIPPINES) INC.', you will be responsible for overseeing a team of customer service representatives and ensuring the delivery of exceptional service to our retail clients. This full-time position is based in Taguig City, Metro Manila and will involve leading and motivating your team to achieve key performance objectives.

What we offer

At CGI (PHILIPPINES) INC.', we believe in providing our employees with a supportive and rewarding work environment. In addition to a competitive salary, we offer a range of benefits including:

• Comprehensive health insurance coverage
• Generous paid time off and holiday allowance
• Opportunities for career advancement and professional development
• Discounted rates on various products and services
• Collaborative and inclusive company culture
  
  

Your future duties and responsibilities

What you'll be doing

• Manage and lead a team of customer service representatives, providing guidance, coaching and support to help them deliver outstanding service
• Monitor and evaluate team and individual performance, identifying areas for improvement and implementing training and development plans
• Collaborate with the wider customer service department to share best practices and implement process improvements
• Serve as the primary point of contact for escalated customer inquiries and complaints, ensuring timely and effective resolution
• Analyse customer service data to identify trends and opportunities for enhancing the customer experience
• Foster a positive, motivating and engaged team culture
  
  

Required Qualifications To Be Successful In This Role

What we're looking for

• Minimum of 2 years' experience in a customer service or call centre team lead role, preferably within the retail or e-commerce industry
• Proven track record of successfully managing and developing high-performing teams
• Strong communication and interpersonal skills, with the ability to effectively liaise with customers, team members and stakeholders
• Excellent problem-solving and decision-making skills, with the ability to think critically and find creative solutions
• Proficient in using customer service and quality assurance tools and software
• Flexible and adaptable, with the ability to thrive in a fast-paced, dynamic environment
  
  

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

Come join our team—one of the largest IT and business consulting services firms in the world.